Complaints

This profile includes complaints for Watts Automotive, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Watts Automotive, Inc.

  716 S 500 E American Fork, UT 84003-2587

  
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  Watts Automotive, Inc.

  PO Box 1150 American Fork, UT 84003-6150

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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.

  Started out the search for a new Polaris RZR online in early December 2022 in hopes to have one by Christmas morning to surprise our kids. After weeks of looking, found a promising ad listed by Watts Automotive, a dealership located in *************, ** for a 2022 Polaris RZR XP 4 **** Turbo Pro Dynamix Ultimate for $33,900. Got in contact with ***** Watts, from Watts Automotive, and discussed the machines features and warranty, financing, and delivery logistics as we were located about 6 hours away and were going to need delivery. During the back and forth emailing, calling and texting, ***** was very helpful, seemed honest, and answered all of our questions. He spoke to my husband and I several times on the phone, over text, and through email, and I was extremely thorough, probably bordering on bothersome, in regards to questions I brought to *****, which seemed reasonable considering the substantial amount of this purchase. We were informed by ***** upon signing we had a 6 month manufacturers warranty upon purchase of the **** After getting all the paperwork squared away, ***** scheduled delivery and let us know the date and what delivery would cost. He reached out to me by phone December 22, 2022 about 30 minutes before my delivery transport was due to arrive at his location, informing us that the check engine light has just come on, that there was no time for him to get the machine to a Polaris dealer to have them check and see what was going on before transport arrived and that it was probably nothing, that sometimes they do that when theyre started after having sat for a couple weeks, and that there was really no worries since wed still have our 6 month warranty. This made me nervous, so I let my husband know what was going on. Husband had a long call with ***** and confirmed the machine was brand new, with 1 mile on it, and that the check engine light really was nothing. Decision was made to go ahead with delivery as we had put a great amount of trust in ***** and his business, as he informed us he does anywhere from ***** of these sales a year and has never had any problems along the way. Machine was delivered, and stowed away so as it to spoil the kids Christmas morning surprise. We were excited to see the engine light had shut off when we started up our brand new machine Christmas morning, and we assumed ***** had been correct in letting us know it was probably nothing. Fast forward to end of February, were out on our first family ride, we notice *********** drive isnt engaging and shortly after the check engine light comes on again. My husband loads the **** and takes it to a local side by side repair shop and asks them to hook it up to their diagnostic computer so we can figure out what the light is on for. The employee lets us know that that would be unnecessary, as these machines will let you know what code is flashing (why the engine light is on) simply by clicking through the dash screen. This was the first indicator ***** had not been entirely forthcoming with us during the call on delivery day informing us of the check engine light. If he is selling as many of these machines a year as he said he is, he should be aware that he DIDNT need to get the machine to Polaris to run diagnostics, all he needed to do was click through the screen. I believe ***** knew this, and knew what code was flashing during the call on December 22 just before delivery, and simply failed to be forthcoming about the issue. Upon receiving this information, the employee then showed my husband how to do it, and it notified us of a problem with the front differential. I promptly made an appointment with our closest Polaris dealer, as I knew any work needing to be done would need to be done by certified Polaris mechanics so as not to void the warranty. The soonest appointment was to be March 2. I loaded up, and traveled the 45 minutes to drop the rig off for service work. On the drive home I received a call from the Polaris dealer informing me that they had run my VIN, that the machine was no longer under warranty, and that the warranty had expired January 31, 2023. He then let me know since I had no warranty that parts and labor were going to be about $1200.00. I was extremely thrown off by this, because having purchased the machine late December 2022, I knew I should still have until at LEAST end of May before my warranty expired. I told him to go ahead and wait on getting the repair started, as I wasnt expecting a bill at all, let alone a bill of that size. I told him I would reach out to my dealer and try to figure out the problem with my warranty. My husband called ***** immediately. This conversation was where we got to experience the reality of doing business with Watts Automotive. ***** took no responsibility for being dishonest during the initial check engine light December 22 call, and then, upon questioning him as to why our VIN was showing an expired warranty he told my husband that he had never stated that there was a 6 month warranty, but what he had actually said was that all we would be receiving was the balance of the 6 month warranty that started when HE received the machine at his dealership back in August of 2022. This was a flat out LIE. There were SEVERAL times during the purchase process the warranty was brought up. It was something of significant importance to both my husband and I, as this wasnt our first Polaris RzR, and we knew from experience how important a warranty can be. He spoke individually to both my husband and I about it on more than one occasion. He took no responsibility for the front differential issue or his blatant dishonesty, and let us know it was our fault for not having gotten the machine to a repair shop sooner. He made no effort to try to remedy the situation, or any effort at all to try to maintain a happy, returning customer. The ***** we dealt with before this problem was absolutely not the same man we are dealing with now. Had he been upfront and honest with us from the beginning, I could have gotten the machine into the shop just after Christmas. I also could have opted to purchase the extended warranty. Neither of those options were made available to us, because the seller was deceitful. I cant warn anyone enough about my experience dealing with ***** Watts, or Watts Automotive in general.

  

  Business Response

  Date: 03/29/2023

  The customers signed a **** buyers guide notifying them that there was no warrantee provided by Watts Automotive.  They contacted us about that when they were signing the paperwork and they were told that they would have the balance of the remaining factory warranty.  We were aware that the check engine light was on when the *** was being delivered to the customers in ****** and we made them aware of it.  I assumed that the repair was taken care of since they had not contacted us until 2 months after having the machine.  When we were finally contacted, they made us aware that the Polaris dealer said it was just out of warranty.  I asked them why they hadn't done it sooner and ******* told me that the check engine light went off for a while and came back on at a later date.  I felt sorry for them and thought the situation was not right and that Polaris should cover the defective part.  I made a call to the Polaris dealer that I purchased the machine from and explained the situation.  They told me that if the McCormicks would bring the machine to them, he would get it covered under warranty at no cost to them.  I called ******* back and told him that, forwarded the contact information to him so he could set up a time with the dealer to get it fixed.  To say that we have been deceitful or dishonest is simply not true.  I understand they just want the machine fixed and I want to help them get it fixed.  I have provided them a solution to get the machine fixed at no cost to them.  

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19625753
  
  I am rejecting this response because: I have no customer copy of a signed **** Buyers Guide. My husband and I both asked about the warranty and no balance was ever mentioned. We were informed we had a 6 month warranty, and we took the dealer at his word. Whether this form was signed or not, it doesnt detract from the fact dealer insisted he didnt know why the check engine light was on during the call made just before loading for transport, when the dealer knew all he needed to do was power on the machine, and read the code that comes up when clicking through the screen. ****** insinuated he would have to take the machine to a Polaris dealer to have them read the check engine light code, but didnt have time to do that as transport was already on site. This was not the truth. He withheld the information about the problem, and tried to assure us that the light was probably just because the machine had been sitting on his lot. He should have been upfront about the front differential problem from the start, instead of omitting that information in order to finish a sale. Had we known what the code was flashing from the start, we could have gotten it in for repairs quicker, but when your trusted dealer assures you that the check engine light coming on after sitting for awhile was nothing to panic about, and that the light would probably shut off on its own, one might be able to understand why it didnt seem serious or time sensitive. Paperwork aside, an out of town buyer should be able to hold their dealer/seller at their word, and should be able to assume seller has at least a small amount of integrity during your sale. Theres a certain amount of trust you have to put in your seller when youre unable to actually be at the physical dealership location to sign paperwork or see the machine in person. Our mistake was obviously putting that trust in Watts Automotive. 
  
  Sincerely,
  
  ***********************************