ComplaintsforTextron Specialized Vehicles

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a **** ***** ******* Off Road side-by-side, The clutch went bad and the company is unable to supply the parts that I need to repair it with. The part is the secondary clutch.

  Business response

  08/16/2023

  Dear ***** ***:
  We are sorry to learn that your 2020 ******* *** **** ***** has a driven clutch failure. We understand how frustrating this must be to you.
  We have looked up the part number ******** that you called about on ****** ***** We have this part in stock ready to ship, we recommend contacting your local dealer to place an order for the replacement clutch.
  Please contact our customer care line at ************** if you have any questions or concerns.
  Once again, I sincerely apologize for the inconvenience.
  Best,
  Steven 
  Tracker Off Road 

  Customer response

  08/17/2023

  
  ********** ********
  
  I am rejecting this response because: Simply because this part is now available does not mean that I am satisfied with your solution. I have spent hours trying to find this part only to be told for an entire month that it was not available; sorry for the inconvenience, but we do not know when the part will be available!

  I am glad that you have finally solved your supply problem, but I lost the use of my machine for way too long. The *** ** is known for having faulty clutches. If I had known that when I purchased it, I never would have purchased it. Now I have to buy shims also, but I have to purchase 3 different sets because no one can say which set I will need. I am out over $1,000 already without my mechanics charges. I am going to unload this turkey ASAP and make sure that I will let others know just what a horrible machine this Tracker is!

  Sincerely,
  
  ***** ***

  Business response

  08/18/2023

  Dear ***** ***:
  We are sorry to hear you are not satisfied with our answer regarding the ******** clutches being in stock for your local dealer to order.

  We reviewed the inventory history for part number ******** to which we seen there was a few days of out-of-stock time in the beginning of July. We also searched to see for local dealer in your area to see if they called into request to a restocking date with no success of finding a call.

  We understand how frustrating this must be to you and we apologies for your inconvenience. 

  Again, we recommend contacting your local dealer to place an order for the replacement clutch.

  Please contact our customer care line at ************** if you have any questions or concerns.

  Once again, I sincerely apologize for the inconvenience.

  Regards

  
  Steven 
  Tracker Off Road 

   

  Business response

  08/18/2023

  Dear ***** ***:

  In regard to your statement of $1,000.00, we wanted to let you know that the current MSRP price for the ******** driven clutch is listed at $378.95 plus local city and state tax, the shim ******** MSRP is listed at $14.49 each plus local city and state tax with only one being needed for clutch installation. The amount of labor time we have on our flat rate scale to remove and replace the driven clutch is 15 mins. Most shops are a half hour minimum putting the labor cost at approximately $55.00. With the parts that are required to replace the driven clutch and labor we have an estimated price of $448.44 plus local city and state tax. We apologize for any inconvenience this may cause during the short time the driven clutch was on back order. We encourage you to contact your local to have the clutch ordered for your machine. 

  Best regards

  Tracker Off Road.

   

  Customer response

  08/21/2023

  
  ********** ********
  
  I am rejecting this response because:
   We also had to replace the Primary clutch $833.95 and the belt $147.26, plus **** *** ** ******** ******* told us that we have to by 3 different sets of shims, and we could not return the ones that were not needed. My problem with you is that you were unable to provide the secondary clutch in a timely fashion. My machine has been in the shop for over a month because of that. We should have been able to access the parts we needed so that we could use the machine, The only way we can access some of our watering tanks for the ****** without our machine is by walking 3 miles up a canyon that is not accessible by a truck. I would think that your company could do a much better job with your supply chain!
  Sincerely,
  
  ***** ***

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my************* to the dealer service center on ********. After a six month ordeal of these folks telling me that parts are not available and I will simply have to wait I was finally contacted that it was finished. Btw I went over to check the status of the repairs in person several times during this time period and was told they were waiting on parts. Each time a checked on the vehicle it was un moved, in the same place in the repair yard.....uncovered.... And sitting in the open elements. So I pick the vehicle up only to discover the tire and rim is not the same size or color. They said they didn't want me to have to wait for the correct part as it was no longer available. I believe everyone knows that operating a vehicle with tires and rims that don't match is inherently dangerous and I'm shocked they would send the vehicle out in this fashion. Not to mention the fact that my essentially branD new utv has parts that don't match. The rim the installed was smaller and a different color. The battery was not replaced even after it sat for six months.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/24) */ We spoke with ******************************* that serviced this vehicle and he did speak to providing an alternative rim and tire for this vehicle due to backorders of parts that are out of there control. This solution was discussed with the customer prior to installation of the parts. The difference in the Rim is only cosmetic and functions exactly the same as the original rim. The tire is a different tread pattern and due to no testing data being available for running a different tire than the other 3 original tires we do recommend that either the complete set of tires be replaced to the new style or find an original tire. It should be noted that the dealer did compensate the customer for the tire and rim delays in this repair. If additional action is requested for this machine, it needs to be addressed with the store that performed the work on the vehicle. Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tire is NOT THE SAME SIZE, the exact tire is widely available on the internet, at ************ being just one location. To have *************s install a rim that does not match the original on a NEW machine is unbelievable. The original tires are 26x10.00-14, they installed a tire sized 26x9-14. That is not a different tread pattern....it's a different size tire. My vehicle was held hostage for six months and was returned in a manner that is completely unacceptable. This is truly a buyer beware situation. ************** and TEXTRON industries need to be made aware of this situation. My vehicle needs to be repaired correctly with ALLparts matching. Someone from TEXTRON PLEASE REACH OUT TO ME SO I CAN SHOW YOU WHAT IS GOING ON HERE. MY PHONE NUMBER IS ********** Business Response /* (4000, 10, 2022/06/28) */ We are not disputing that the incorrect tire was installed on this machine. This can only be corrected by the dealer that performed the service work. To evaluate possible options to change what was installed on your machine it must be taken back to the servicing dealer.

• Initial Complaint

  06/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a new 2021 E-Z-GO EXPRESS S4 ***** ******* golf cart. I had it from some time in Feb. to first week in Apr., and the controller went out. I have been waiting for them to send a new one to my dealer since then. They don't seem to care that I payed over $ 11,000.00 and it sits at the dealer.

  Business response

  08/05/2021

  Business Response /* (1000, 8, 2021/07/19) */ we have been experiencing many shortages of electronic parts over the last 6 months. the part has been received by EZGO and software program has been loaded. the part is to be delivered to ********* ****** on 7/22/21. sorry for the delay. Consumer Response /* (3000, 10, 2021/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) they sent the wrong controller. i talked to Gressers and they said the right one is being shipped today. but until i get my cart, i'm not accepting. Business Response /* (4000, 12, 2021/07/26) */ unfortunately the dealer received the incorrect controller. the correct controller will be delivered today 7/26/21 by 4:30pm. we also will be extended the customers warranty by 12 months due to the vehicle being out of operation for over 2 months. Consumer Response /* (3000, 14, 2021/07/27) */ I will give the ok, when ********* gets my cart going and says everything is good to go. thanks Consumer Response /* (3000, 17, 2021/07/30) */ I GOT MY CART BACK FROM ********, AND EVERYTHING WORKS. CAN I GET IT IN WRIGHTING THAT I GET ONE YEAR EXTENDED WTY.? Business Response /* (4000, 19, 2021/08/03) */ sent customer proof of the extended warranty 8/3/21 Consumer Response /* (2000, 22, 2021/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5/**/20201, I purchased a set of 4 tire and wheel combos for my golf cart from Textron Specialized Vehicles' website, www.shop.txtsv.com. The website said they were all in stock and ready for shipping immediately, so I purchased a pair of front and rear driver side and a pair of front and rear passenger side tires and wheels. I only received the passenger side tires. I have been trying to get a full refund for nearly a month and ship what have back and nobody will contact me from Textron. I have called them several times over the month and have been told that Jessica is the only one that can handle it. I have emailed Jessica a couple of times and she will not reply. The customer service also says they are going to do something about it and I never hear back from them. I was refunded for half of my order but I want the rest of my money back and to ship what I received back to them. Their customer service is horrible. I can't even get a manager to call me back like I was told

  Business response

  07/28/2021

  Business Response /* (1000, 5, 2021/06/22) */ This customer complaint is regarding Online order# *********. The customer ordered driver and passenger side wheel assy. One set was cancelled and refunded 6/*. No return is needed for the set that was shipped. I emailed him 6/** to advise and issue remaining refund. The refund receipt was also sent. No further action is needed from TSV. We have emails and screenshots of the refund and communication if needed. Consumer Response /* (2000, 7, 2021/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Tracker Off-Road SVX1000 UTV from Bass Pro in Colorado (manufactured by Textron Industries) in December of 2019. The side-by-side UTV was purchased new with a warranty for 18 months. In August of 2020 the transmission has failed to work properly (gear grinding, transmission lurches, and won't engage in primary gear). I took it to Bass Pro in Colorado Springs three times, and they could not repair it and stated I would just have to get used to the problem. I took the vehicle to Bass Pro in Denver in February 2021, and it has been there ever since. The engineers tried a new belt again, and then, when that didn't work, ordered "shims." The dealer hasn't explained this, and the shims are now at the dealer, and after waiting two additional weeks, I still don't have the use of my vehicle, nor warranty repairs.

  Business response

  06/05/2021

  Business Response /* (1000, 5, 2021/05/20) */ We have reached out to the Denver TMBC store to speak with the technician working on this vehicle. During this investigation we found the belt was contacting the drive clutch sheave which will cause a load on the transmission when attempting to shift the vehicle between gears. They have been directed to add a shim behind the driven clutch to properly align the belt between the two sheaves of the drive clutch to prevent this issue of difficulty shifting. The dealer also commented that there is a complaint of the belt or transmission slipping when traversing hills in high range. It is recommended that low range be used for traversing hills to limit the belt heat and prevent damage to the belt under this type of higher load conditions. No other issues can be duplicated by the dealership.

*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. ↩