ComplaintsforMountain Motorsports - Buford

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used rzr from mountain Motorsports from the time I signed the papers to now its been a horrible experience. Start off with the rzr was supposed to be ready first thing in the morning. I came in finished up in finance and was ready to go since I explained the night before we were leaving to ride the next morning. The machine disappeared into their service department after 2 hours of waiting it supposedly needed spark plugs and valve adjustment which were allegedly completed that day. After riding the machine for the day check engine light took it back to mountain Motorsports had it five minutes and again allegedly fixed. Go out on another ride a few weeks later and check engine light again this time at mountain Motorsports it needs spark plugs and a fuel pump. I get a call from mountain Motorsports saying its ready after a month of being there. Upon arrival they bring my rzr around barely running with the check engine light on. In the process of the technician coming on to the service drive to fix his mistakes then proceed to run over my passenger side seat at this point Im done with this place the service advisor tells me that the check engine light in on for the belt which was just replaced calls me a liar before the service manager hands me a new belt and orders a new seat frame just so Ill leave. I take the machine to another authorize Polaris warranty repair shop where now my machine has no compression on the number two cylinder and will more than likely need a new engine which I will most likely have to cover auto pocket to two hours and miles being wrong on all the paperwork for the warranty and contract.Called the general manager of mountain Motorsports ***** who proceeds to tell me I should have bought the machine back to them so they can fix it then tells me to pound sand. Lets not even talk about the new ****** credit card I have that I did not apply for.

  Business response

  07/11/2023

  *******,

  I spoke with your wife last week and informed her that if the unit does have internal engine work needed, I would like to have it here to complete it and ensure all goes correctly for you. You do have a warranty on the machine. I explained to you guys that if the warranty work is not submitted through my dealership, I can not control the decision made by the warranty company and/or offer any further assistance. Please give me a call at ************ so I can further explain this to you. 

   

  Thank you.

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

  Customer response

  07/11/2023

   
  Complaint: 20293272
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021 I purchased a new motorcycle with the extended warranty and maintenance plan. I was very hesitant on purchasing the maintenance plan due to the cost of it vs the cost of the motorcycle but was reassured multiple times that I can cancel it whenever I wanted and get a refund of the prorated amount (which is the reason I decided to get the maintenance plan). I just called there and spoke to a couple people in which they told me that "because it's in their computer they cannot cancel it" (which is a ridiculous reason as they are suggesting computers / databases cannot be updated).They then pointed out a bullet point on the contract stating that the maintenance plan is only refundable by the lien holder for nonpayment (or something to the effect), but they failed to explain why the sales person I talked to when purchasing it repeatedly reassured that it was cancelable at any time.Either the sales rep when I purchased it straight lied to me multiple times to make a bigger sale or they are able to cancel it and just don't want to. Neither of these options look good and would make me caution others to not use their business.

  Business response

  05/18/2023

  Our maintenance contracts are explained in the finance office, not by salespeople. When they are explained, the finance person goes through the contract and the customer physically signs the contract. The contract clearly states that it is non-refundable except for by a lienholder. The customer does have the option to transfer it to another unit if he has purchased another from **, or to transfer it to a new buyer if he is selling the motorcycle. The transfer fee is $149.00. 

  Customer response

  05/18/2023

   
  Complaint: 20071161
  
  I am rejecting this response because:
  

  Forgive me for failing to understand your org chart and titles, but the response of "that's not his title so you're wrong" does not answer my complaint. Also, anyone who tries to sale something (in this case maintenance and warranties) can definitely be considered somewhat a sales person but I digress.

  This response failed to recognize the misrepresentation of the "finance" guy by reassuring me that BOTH the warranty and maintenance plan were cancelable. I am not refuting what the paper says but that it was misrepresented by him (of which it would appear Mountain Motorsports has had a little history of doing the same thing before just from a quick ****** search).

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

  Business response

  05/18/2023

  We have spoken with the customer and explained that we will meet him in the middle with a 50% refund. We will process a refund to either himself or the lienholder next week. He agreed to the way this is being handled and will close the complaint.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 18th of 2021 I had went to Mountain Motorsports to look at a machine that the sales person ****** had told me about. Its was a 2020 rzr turbo s 4. He went through all the features of the machine and its history or so called history of the machine. Well I let him know I would like to take it on a text drive before I signed any papers. He agreed and we I took it around the parking lot two times and before the second full trip the machine started to over heat. So he told me to pull it directly to the bay door, so I did and as we were approaching the door it cut off. At this time they wanted to proceed with paperwork and get things moving and assured me they would fix the issue. So after talking to ****** and the store manager I agreed to proceed with the paper work. Upon doing the paper work they wanted to sell me an extended warranty, they claimed it was top of the line and so on. At first I said no I didnt want to pay the extra money, I didnt think I would need it. They kept insisting on the warranty and said it would save me money in the future, and said they would take care of me since the machine overheated on a short text drive. Well that day we finalized the paperwork and I ended up getting the extended warranty, I believe it was ***** dollars and I paid **** in total that day including my down payment. At this point I was happy because they fixed the overheating and assured me the warranty was worth it. That day I got the machine home and drove it around the neighborhood twice and it sat in my garage until May 22nd. We got it out to ride and noticed the frame/suspension on the front was broken. Called dealer and they verified they sold it to me like that and apologized and kept the machine for two months to fix it. They asked me to keep quit and not say a word or post anything online so I did. They fixed it like they said they would and claimed they would pay me back for the two months of payments and for trouble but never did.

  Business response

  03/01/2023

  I have resolved with the customer. We have taken care of issues. He will be removing the complaint this week.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a motorcycle from Mountain Motorsports and had them register the motorcycle for me. Several weeks after the purchase, I was told they cannot register the motorcycle as I am military and do not have a Georgia license - I would have to do it myself. I have now been waiting six weeks for the *** and the odometer statement to register the motorcycle and still do not have them. I have called and emailed their Title Clerk no less than 20 times and spoken to their managers and various other departments in order to get these documents without success. This motorcycle is my only mode of transportation and it now has expired temp tags. I was finally told the required documentation would be to my home yesterday but it didn't show. I called back and was told it was late and would be now arriving today but it again didn't show and the tracking now says "not received by ******* I am at loss. I have probably spent ***** hours trying to get this company to give me these documents and I am not closer to getting this thing registered than the day I left the dealership.

  Business response

  09/22/2022

  We have contacted the customer and satisfied his concerns.  The customer has agreed to retract the complaint as it is resolved.

  Customer response

  09/26/2022

   
  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

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealer to buy a used scooter, they give a price but when I. was there they was charging me a lot more money extra and extra just because was used, and I decide better for the price that they was asking me go for a brand new scooter $2300, they rush everything, and I ending applying for another credit card, and was approved,( that also hurt my credit... applying for another credit card .,) everything was rush because they said that the financial person was busy and was almost time to close. when I went home I start to doble check all the papers and find out that for a scooter value US$2300 they was adding, extras, extras extras that put my credit card on more of US$ 5000 , that is really an abuse. I contact by phone the person and they told me that is nothing that they can do, because they do not return warranties and services extras, and I ask for a manager to get in contact, because I fill that is not fair, Is more than a month and I did not get the refund.

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/08/19) */ Mrs. ******, Once again I apologize for our mistake and not living up to our mission of greatly exceeding your expectations. Like I stated in our previous conversation, this is not the way that we do business and I am sorry for this mistake being made on your particular transaction. As soon as we realized our mistake we reached out in efforts to rectify our mistake. Per our previous conversation we have issue a check to your lien holder for the full amount of all of the ancillary products that were purchased, the check was mailed to the lien holder on August 11th it should reflect on your account balance shortly. Thanks, Bill ***** General Manager Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait 10 business days after the check was mail , to see the refund in my account. I will not close the case until I get the refund in my card statements. Business Response /* (4000, 11, 2021/09/10) */ Hello, We show the refund check to your lienholder has cleared. We apologize that we missed $101.40 in refunds to them. We have cut that check as well and it is on the way to your lienholder.

*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. ↩