ComplaintsforTeam Rebel Racing

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped my motorcycle off to have a noise I heard diagnosed and fixed. As well as a tune up. At first was told they didn't hear it. Then was told they did hear it and it was going to more expensive than a normal tuneup and would require a deposit. I didn't have a problem with that and brought them $3000 assuming it was going to take a decent amount of time and labor. When I went to pick the bike up I was told the problem wasn't fixed they said they thought it was the cam chain tensioner and had replaced it. Then rather than finding the actual problem and fixing it they did a bunch of other stuff to it that you don't need done if the bike isn't running. Like new chain ts65xmdprockets new tires. And that they had used up all the money.. So $3000 later they gave me my bike back that couldn't make it 20 miles .

  Business response

  04/05/2024

  Mr. *************************** dropped off his 2007 Kawasaki model zx14 in with ****** miles on May 20, 2023, requesting a service and diagnosing sever engine noise. After inspecting the vehicle it was determined the lack of scheduled maintenance was the cause of engine noise and engine damage. We contacted ****************** to inform him of the diagnosis and inform him it could be more damage in the bottom half of the motor due to mileage and lack of maintenance, ****************** asked to include new chain and sprockets to the repair order. The diagnosis determined the internal cam chain tensioner was making noise and could be further in the bottom end of engine, ****************** was informed of the diagnosis and authorized the repairs knowing the damage could be more with further tear down. Engine would have to be removed and taken all apart to inspect bottom end,  Crank shaft, bearings, piston rods. etc... ****************** declined and stated to replace the cam chain Tensioner and service the vehicle due to it was overdue. Upon completing repairs the vehicle is making noise from bottom end of engine that could not be heard due the loud noise it was making from cam chain tensioner in the top end of the motor. I contacted ****************** to inform him that his vehicle needed more work to the rest of the engine, as he declined and wanted to take his chances riding it home after he was informed it was not safe and we did not recommend it AT ALL. ****************** signed and clearly understood after being explained how dangerous it was to ride the vehicle.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 3 ATVs couple weeks ago. Explained the method as well as venue of use for them during the sale process. Was assured that those choices were ideal for that specific setting as well as purpose of use. Was very excited to get them out and enjoy them however we have had NOTHING but problems thus far. One ATV broke down 15 minutes into riding while the other 2 were very slow and not accommodating the riders. When we took all 3 back to *****, we were told that the "slow" ones had governors closed all the way and they fixed the issue. The ATV that broke had oil leaked out and tubes cut (with no signs of rollover or misuse of any kind) and ***** wanted to hold on to it to fix it. I did express not wanting to keep the units due to lack of power and quality control issues. Was told "no cooling off" while pointing to the sign on the wall stating the same. Once the quality and non-durability factor came along, my insistence of not wanting to keep them grew stronger. ***** the owner, brushed me away with an intimidating behavior and sent me off specifying "I'm not gonna take them back". His point was to ride them in dirt next time and not in sand, in his own ignorant way he thought he was fixing the problem. One was left to get fixed, others went back home. Second time usage: both units rolled over (riding in dirt as instructed). Took both units back and he now insisted that if I leave them there, $50 a day storage applies. According to him, he will not be buying them back. QUALITY IS AN ISSUE HERE. His exact words were "I'll see you in court". According to him, his business is backed by the manufacturer of these horribly made units which can not possibly be accurate. This matter will be turned over to the national media. Complaint will also be filed with consumer agencies, Yelp, DMV, as well as attorney general. For the records: my 21 year old was hurt and taken to the hospital after the incident. Please get in touch with me for receipts and contracts

  Business response

  10/26/2022

  RESPONSE TO ****

  
  

  In response to ****, We at ***** Racing tried to satisfy customer on every level. Since the day she purchased her ATVs on 9/28/2022. **** insisted on returning all three vehicles NO MATTER WHAT WE DID. **** and her riders took all three vehicles in soft sand without sand paddles, therefore there was no traction in sand due to the tires digging into sand.

  The one vehicle got dug into the sand so severe there was sand in the engine case, upon inspecting the vehicle in our service department we found sand in engine and covered the stator in sand COMPLETELY causing the stator to malfunction. ***** Racing covered expenses of repairs in good faith to customer.

  We at ***** Racing perform a Pre Delivery Inspection on every vehicle sold explaining how to operate said vehicle. The other vehicles simply needed sand tires as we explained to **** and her son ******. We received several calls from ****'s son the very next day regarding how to start all three vehicles, we guided him on the phone and explained how to start each vehicle. On 10/11/2022 **** dropped off Vehicles at ***** Racing with her son ******, both vehicles had been crashed and rolled over at high speeds. When i asked ****** what happened he stated our vehicles were unsafe, I asked again please be specific all he can say is its too much to go into. It is obvious the riders crashed two different vehicles by two different manufacturers and were trying to get their money back. how is it the vehicles did not have enough power to operate? Obviously there might of been an issue with the rider(s) otherwise how do you explain 

  crashing and rolling over two different vehicles. We have sold over 1000 of these ATVs over the years from both Manufacturers without any incidents what so ever, in fact we have hundreds of reviews on google from so many of our customers and repeat customers loving our product and our customer service.

  **** dropped off her vehicles 10/11/2022 and stated I have to refund her money and she was not taking the ATVs. Every off highway vehicle we sell has safety warnings on them as per the state of California, it is also recommended that all riders take a safety course on how to operate an ATV. That literature was also give to **** at the time of sale. We have been nothing less than polite and professional to **** even when she came into our store ordering my employees around telling them to unload her truck in the rudest way. Everything was explained to **** at the time of purchase such as there is no refunds or exchanges 

  due to the fact you are buying a vehicle not a toy. The purchase contract and agreement signed also state the same as explained to **** along with the warranty. The repair order signed by **** on 10/11/2022 clearly states you cannot leave or abandon your vehicle at ***** Racing without subject to $50.00 storage

  fees per day, as also signs posted on the wall. 

  Customer response

  10/26/2022

   I am rejecting this response because:

  In response to ****, We at ***** Racing tried to satisfy customer on every level. Satisfying the customer means you try to work out a solution to the issue instead of telling the customer she has no choices at all. Since the day she purchased her ATVs on 9/28/2022. **** insisted on returning all three vehicles NO MATTER WHAT WE DID. If the ATVs had no problems, I would have not insisted on returning them. I was very excited to purchase them and get to use them on a regular basis however since the first few minutes of usage, their "quality factors" started shining thru. **** and her riders took all three vehicles in soft sand without sand paddles, therefore there was no traction in sand due to the tires digging into sand. I was not told about any sand paddles until after the first unit came back to them with an issue. At that point, I was notified about sand paddles and none of the units have been used in sand thereafter. The second time ATVs were used (when 2 units were rolled over) it was not on sand. 

  The one vehicle got dug into the sand so severe there was sand in the engine case, upon inspecting the vehicle in our service department we found sand in engine and covered the stator in sand COMPLETELY causing the stator to malfunction. ***** Racing covered expenses of repairs in good faith to customer. This was the first ATV we had an issue with. It stopped working just a few minutes after we started using it. It was not crashed or rolled over and ***** staff was surprised at the fact that it was "dead" with no signs of misuse. They inspected it and I was told that the spark plug was the issue. Reminder that the ATV was literally brand new at that point. Why would a brand new ATV have sand in the casing or engine part? Clearly, that is a design fault or simply sign of being not properly manufactured. That is something the seller needs to bring up to the supplier's attention instead of blaming the customer. Safety and durability were not prioritized while putting this product on the market. 

  During the same visit when the first "broken" ATV was dropped off, I brought up the concern that the other 2 were not powerful enough for the riders. The staff checked them and I was told that the speed governors were closed all the way on both units at which time they "fixed" the issue and assured me that next time around both ATVs would handle the riders with ease. I took those ATVs home and ***** kept the one with the issue for it to be fixed. They made it seem as if they were doing me a favor by fixing the ATV when it fact it was literally brand new and was purchased just a couple days prior. A brand new product should not have such issues but if it does, the supplier or the reseller should just take care of it without making it seem as if the customer did something wrong. During that same visit, I did express the fact that I was unhappy with the products and I wanted to return them. ***** refused to take them back and Ryan just reassured me that ***** will NEVER take them back. It was not my plan or intention to return products I had purchased a few days ago, I was very very excited to buy them but once the quality and durability was tested, the excitement level dropped to a nonexistent level. Why would I pay a ton of money for products then return them if nothing was wrong? I could have just rented them like I did in the past, many times for many years. I wish they were good products, durable products for me to be able to use and enjoy them for years to come. Speaking of good products, PLEASE go thru this company's Google and Yelp pages and read thru the reviews customers have left about their products, pay close attention to comments about quality. Please pay closer attention to comments about the way these guys are treating their customers just as problems arise. It's sad to state but they are nice and helpful while you are there making purchases and spending money however they turn into arrogant and disrespectful ones as soon as you bring up an issue.  

  We at ***** Racing perform a Pre Delivery Inspection on every vehicle sold explaining how to operate said vehicle. The other vehicles simply needed sand tires as we explained to **** and her son ******. We received several calls from ****'s son the very next day regarding how to start all three vehicles, we guided him on the phone and explained how to start each vehicle. On 10/11/2022 **** dropped off Vehicles at ***** Racing with her son ******, both vehicles had been crashed and rolled over at high speeds. Your assumptions and accusations are false and unethical. When i asked ****** what happened he stated our vehicles were unsafe, I asked again please be specific all he can say is its too much to go into. It is obvious the riders crashed two different vehicles by two different manufacturers and were trying to get their money back. Assumptions are irrelevant.  how is it the vehicles did not have enough power to operate? Obviously there might of been an issue with the rider(s) otherwise how do you explain The riders riding all 3 ATV have been riding many makes and models for several years now WITHOUT any issues. 

  crashing and rolling over two different vehicles. We have sold over 1000 of these ATVs over the years from both Manufacturers without any incidents what so ever, in fact we have hundreds of reviews on google from so many of our customers and repeat customers loving our product and our customer service. 

  **** dropped off her vehicles 10/11/2022 and stated I have to refund her money and she was not taking the ATVs. Every off highway vehicle we sell has safety warnings on them as per the state of California, it is also recommended that all riders take a safety course on how to operate an ATV. All good with safety courses. Maybe ***** staff need to take courses on how to treat customers once an issue arises. That literature was also give to **** at the time of sale. We have been nothing less than polite and professional to **** even when she came into our store ordering my employees around telling them to unload her truck in the rudest way. Oh wow, staff is showing signs of being intimidated by a woman.   Everything was explained to **** at the time of purchase such as there is no refunds or exchanges I am aware of the refunds/exchanges rule, I would be entirely fine keeping these products IF THEY WERE SAFE AND DURABLE. I refuse to hold on to something that works for a couple minutes then dies or causes multiple issues. 

  due to the fact you are buying a vehicle not a toy. The purchase contract and agreement signed also state the same as explained to **** along with the warranty. Warranty or no warranty, the products are unsafe. The repair order signed by **** on 10/11/2022 clearly states you cannot leave or abandon your vehicle at ***** Racing without subject to $50.00 storage

  fees per day, as also signs posted on the wall. 

  The ATVs are not safe! i will not take them back home. You can keep charging storage, you can trash them, fix and resell them, do as you please. I will get my money back and the quicker they come to terms with it, the better it is for them. This can not possibly the first time they are up against a similar issue as the products they sell DO NOT have quality standards and from what I can tell, many customers have complained about these issues. 

  DMV will be notified. Department of consumer affairs is already looking over this case. I will have the media all over this as an unfolding story in no time. I understand, they run a business but they should be fixing ATVs and other similar equipment, not selling incompetent ones like the 3 units they sold me. I understand they have been in business for many years, they should continue to do so as a repair shop OR sell proper equipment (safe). 

  I expect FULL REFUND otherwise I have no intention of backing away and getting this establishment closed for good. 

  While trying to come to terms with David, he shouted "I'll see you in court". If that is his plan and intention, no problem. I will say this now: I will get my money back and he will lose his business. It's his call

  Business response

  10/28/2022

  RESPONSE

  
  

   The rejection of my Initial response is based on all lies, as seen in the rejection of response Customer is the one who has been doing all the yelling and demanding refund. Threatening that I will lose my business over this complaint is an example of that. We have pictures and documented the engine case with sand in it from said rider(s). Maybe customer should contact insurance company after being involved in an accident instead of threatening the business, unless the customer failed to obtain insurance. These vehicles were rolled not because of being unsafe but turning too fast . My staff and I have been nothing but nice, we have endured the dis-respect and shouting by customer not to mention threats of court and Attorney General and so on.

*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. ↩