ComplaintsforSun Enterprises, Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was going to by a used dirt bike from here and requested a quote through the online website. I requested a quote on 2 different dirt bikes. I was called and they asked me to put a $100.00 deposit down on the phone without seeing the bike. II did so with the understanding that this deposit was refundable if I did not purchase the bike. I went in the same day and the bike I put a deposit down on was not either of the bikes I requested a quote on. The bike was very used and had a small puddle of oil leaking underneath it. I declined the purchase and was still charged the $100.00 deposit. I let it go for 2 weeks thinking it would be fixed, then I called 2 weeks later spoke to the salesperson ***** and he said he would submit the paperwork to get the deposit back to me. It has now been about another 2 weeks and nothing has been done. I believe that because I am a female I am very much being taken advantage of in this situation. I have went to other dealerships and have not had to make deposits just to look at a bike. The longer this is taking it is becoming more and more clear that I am being treated different because I am a female. My husband and many of his friends buy from this place and never has had this experience. This needs to be handled promptly, I have already waited over a month for a $100.00 refund for something I do not even have. If I was told this was non refundable that would be different but then I would be an idiot to give someone $100.00 dollars for a dirt bike I had never seen and I think that is exactly what they think I am. When the picture you post is the stock phot online and then you go in and you are looking at a very used and obviously broken bike ( oil leaking underneath the bike) that is a scam and false advertising as the photo online does not say that it is a stock photo.

  

  Business response

  03/28/2024

  Customer has been refunded via credit card dispute.  Issue is now resolved.

   

  Thank you,

   

  *******************************

  Customer response

  04/04/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A brand new, 2023 Polaris Ranger XP **** Northstar ************ (model R23RRY99AX) was purchased for $40,182.25 on Dec 10, 2022 (for invoice number ******) for the purpose of plowing a private unpaved road in the ******** foothills. The proposed application (including the fact that the property is ****** uneven, on a steep incline and occasionally receives up to 18 inches of snow) was well explained to the Sun Enterprises salesperson. He assured us that the *** purchased would have no problem with this intended purpose (even plowing uphill). These representations were made verbally and reinforced in writing via email and text messages.The machine spectacularly failed to perform in even 7 inches of snow (documented in video of it spinning its wheels without even trying to plow), despite aids to performance we were assured were unnecessary (chains, sandbags, etc). *** has done nothing to provide remedy. In fact, they suggested we purchase a track system from them for another $6,278.58 to do the job they stated the *** could do in the first place. We engaged a lawyer to represent our interests and submitted a written complaint on February 10. After much difficulty coordinating with them, he got a response. According to their lawyer, Suns position is that they do not offer warranties, the contract is the controlling document and does not state that the *** will do the job it was purchased for, and any salesperson assurances have no authority to bind Sun. (Read: they can say whatever they want to make a sale and misrepresent their products as they like, with no consequences or restrictions.) We have attempted subsequently to appeal to Sun directly, but they do not answer nor return our calls. In compensation for doing what is necessary to complete the job they said the *** could do in the first place, plus time, trouble, emotional distress and the danger to our safety resulting from the misrepresentations made by ***, we are asking for $17,000.

  

  Business response

  10/04/2023

  This exact complaint was already address with the customer late last year/early this year.  Customer filed complaint under a different name (*********************).  Sun Enterprises stance on this issue remains the same.  Please refer to previous complaint for further details.

  

  Business response

  10/18/2023

  Sun Enterprises, Inc.  has previously addressed this issue with the customer.  ************** believed this issue to have been resolved through the BBB.  If that is not the case, ***'s position remains the same.  Customer was sold unit per their specifications. In previous correspondence with the customer Sun offered options to the customer for resolution.  Sun will not be taking any further action.

  Customer response

  10/23/2023

   
  Complaint: 20681268
  
  I am rejecting this response because:
  

  Sun Enterprises, Inc. has never addressed this issue as they say they have. *** says that in previous correspondence they offered options for resolution, however this is not the case. This complaint remains unresolved and the request for action from Sun remains the same. 

  
  Sincerely,
  
  *******************

  

  Business response

  11/14/2023

  Sun Enterprises has previously addressed this issue with the purchaser **********************  ************** was provided options to resolve the issue of plowing snow on his property.  Sun Enterprises has sold many of these units with plows and has not ever been told the machine could not plow snow.  Sun Enterprises does not have knowledge of the condition of ************** property but stands firm with the stance that the machine will plow snow. Sun Enterprises is not offering any resolutions different than those previously provided.

  Customer response

  11/19/2023

   
  Complaint: 20681268
  
  I am rejecting this response because:

  They are not even reading the complaint. The issue is poor performance driving uphill in snow (machine spins it's wheels). No remedy was ever offered.
  
  Sincerely,

  *******************

  

  Business response

  11/30/2023

  Customer was given the recommendation of putting tracks on the unit to assist with going uphill.

  Customer response

  12/05/2023

   
  Complaint: 20681268
  
  I am rejecting this response because: the "solution" offered was to be at the customer's expense. Thousands of dollars more on top of what we already paid. This is not acceptable.
  
  Sincerely,
  
  *******************

  

  Business response

  12/13/2023

  *** has presented all possible solutions.  No further comments on this issue

  Customer response

  12/16/2023

   
  Complaint: 20681268
  
  I do not accept. I am sorry to hear that this is your position and choose to provide no remedy and no apology. 
  
  Sincerely,
  *******************

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2023 Sea-Doo GTX Limited 300 watercraft from Sun Enterprises in ******************, 2-28-2023, specifically for water skiing, lured by its integrated cruise control, GPS features, and ski module. Our sales representative, *********, knew our sole purpose and assured its compatibility. He even helped us buy the ski module on the same day. Despite the dealership knowing we'd use it at Table Rock Lake, ********, they didn't warn ** of potential issues.The GTX Limited 300 model comes with standard **** cruise control, and the ski module, all designed for seamless water skiing.On its first use to test these features, we found they all malfunctioned. The **** cruise control, and ski module failed. We contacted Sun Enterprises' service; their tech, ****, suggested a unit flash. Being **** miles away at Table Rock Lake, I had to take the watercraft back to ******** for repairs. But ***'s service couldn't fix it, the flash did not work and they were blaming Sea-Doo for a widespread issue. This started a chain of interactions with Sea-Doo, advised by *** to send a video showing the faults. I made videos of the faulty **** cruise control, and ski module at a ******** lake, which I shared with Sun Enterprises the same day.It's puzzling a retailer relies on customers to find flaws, instead of proper checks. Sun Enterprises claimed dealer limitations, relaying only info from Sea-Doo, urging patience for a solution that might take weeks or years to resolve.All summer, the watercraft remained unusable for its intended purpose. Our loss exceeds $21,593, including insurance, lost usage, and storage.Our loyalty, shown through UTV and Jet Ski buys, parts purchases, etc., seems forgotten. This involves safety, as the faulty cruise control risks accidents during high-speed towing. Despite assurances, this unit lacks vital safety measures. A recall seems absent, though the dealer acknowledges multiple affected units.

  

  Business response

  08/16/2023

  BRP the manufacturer of the Sea-Doo GTX Limited is aware of the issue with this model of watercraft.   BRP is working with its top engineers to resolve the issue; the problem stems from a software issue.  As soon as BRP announces that the software issue has been resolved and releases an update the corrections can be made to the watercraft.  This issue does not stem from a dealership issue but the manufacturer of the unit.  All the information that was provided to the customer from Sun was accurate based of the specifications of this particular watercraft.   Unfortunately, at this time we are at the mercy of BRP to correct the issue. Sun will communicate with the customer as soon as BRP has communicated a resolution.  

  Customer response

  08/16/2023

   
  Complaint: 20463451
  
  Dear Sun Enterprises,
  
  I am writing to express my deep dissatisfaction with the manner in which the issue concerning the malfunctioning watercraft, which I purchased from Sun Enterprises, has been handled. I find the current resolution proposed by Sun Enterprises to be wholly inadequate and unacceptable.

  The core of my complaint lies in the fact that the watercraft I acquired from your dealership was sold to me under the premise that it was a fully operational unit. Unfortunately, this has not proven to be the case, as the watercraft is currently and has always been non-functional as it was intended to be used and they knew that. To compound the matter, it has come to my attention that Sun Enterprises has yet to undertake any water or lake testing or diagnostics to determine the nature of the malfunction.

  It is disheartening to learn that the proposed resolution from Sun Enterprises is centered around waiting for BRP to potentially find a solution, which may only materialize next year or even later. This approach is far from satisfactory, as it leaves me with a non-operational watercraft and no definitive timeline for resolution. Drawing an analogy, it would be akin to purchasing a car from a dealership, only to be told that I must wait indefinitely for it to become functional an outcome that would undoubtedly be deemed unacceptable by any reasonable customer.

  Considering the situation at hand, I strongly urge Sun Enterprises to reconsider its current approach. Instead, I propose that the watercraft be either promptly repaired to its fully operational state or replaced with a unit that meets the expected standards of functionality. Should repair or replacement prove unfeasible, I believe it is reasonable to request a full refund of the amount paid for the watercraft. This approach not only reflects basic consumer rights but also embodies the principle of fairness in transactions.

  In conclusion, I am deeply disappointed with the current handling of this issue by Sun Enterprises. I implore you to treat this matter with the urgency and seriousness it deserves, and to provide a resolution that aligns with the expectations of a reputable and customer-oriented business. I look forward to a prompt and satisfactory response that addresses the concerns raised in this complaint.
  Thank you for your attention to this matter.

  
  Sincerely, 

  
  ***************************

  

  Business response

  08/31/2023

  *** has been instructed by *** to complete repairs, customer is scheduled on 9/20/2023.  Please see customer service and contact notes attached from *****************, *************** Manager

  Customer response

  09/02/2023

  Once the unit is working we will be happy. Until then we can not say this is resolved. 

   
  Complaint: 20463451
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a side by side from this dealership in October 2021 and when I purchased it they sold me a service plan, gap protection, thief protection and a bunch of extras on my loan exceeding the amount of 4200$. In June of 2023 I sold my machine and when I contacted the to let them know I wanted to cancel my extras I had on this. That I have never used and they only sent me a refund of 1200$ and told me thats all that was refundable but when I signed my paperwork that day which I still have my copys it doesnt say anything about this not being refundable!

  

  Business response

  07/26/2023

  In July of 2021 ************************************* and *************** purchased a 2021 Can-Am from Sun Enterprises. In addition to the vehicle customer agreed to purchase an Extended Warranty, Total Loss Protection and Pre-Paid Maintenance total cost for the contacts was $3,195.50 please see highlighted Buyer's Order.  The Total Loss Protection and Pre-Paid Maintenance products are non-cancellable and not refundable.  Please see highlighted areas of attachment where customer signed and agreed to terms.  On July 25th, 2023 the Finance Director spoke with ************************** and agreed to refund $297.50 paid for the non-refundable pre-paid maintenance as a courtesy to the customer. Check has been issued and will be mailed directly to customer.  The pro-rated refund amount for the Extended Warranty was paid to the customer on 7/7/2023.  The customer had the benefit of the Extended Warranty for nearly two years; the extended warranty is an insurance product and refunds are pro-rated. The Extended Warranty company's pro-rated amount for the cancellation can be found in the attachment and is also highlighted.  Sun Enterprises has made best efforts to go above and beyond, including going outside of normal business practices and policies to satisfy the customer.   Please review all the documentation attached and let me know if we can provide any additional information. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called in to reserve a motorcycle that was in high-demand. Dealership withdrew two separate $100 deposits on May 12th, 2022 and stated deposits were refundable if I did not take possession of the motorcycle. I never received confirmation that the motorcycle had been delivered, and have called in multiple times requesting *********** be refunded. Dealership has stopped taking my calls and I no longer wish to do business with them. I'm seeking a full refund of my $200 deposit as well as 5% monthly interest for holding onto my money without providing service.

  

  Business response

  02/21/2023

  See attachment

  Customer response

  02/21/2023

   
  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.
  
  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. ↩