ComplaintsforCycle Springs Power Sports, LLC

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 brand new jet skis from this business and 1 of the jet skis broke down while using it in the water. Around 2/26, I brought it in and they told me that the engine needs to be replaced and won't be covered under the warranty since I had the oil changed elsewhere and ****** original oil filters were not used. There is nowhere in the warranty that states that have to change the oil there or that ****** brand has to be used. The oil filters are interchangeable with the ****** brand and are the replacement version for them . They are not wanting it to be covered under warranty and are making an excuse. The other jet ski is perfectly fine and it's oil filter was also replaced by the same brand oil filter as the other one. So the oil filters have nothing to do with the breakdown. The engine broke down and I purchased warranty so it can be covered in case there are any engine problems but they will not ***** the warranty for this repair. So I am asking for assistance for them to repair the jet ski and it be fully covered under warranty like the warranty states it should.

  Business response

  04/06/2024

  We contacted the customer regarding this complaint.  The original warranty claim was denied because the customer completed an oil change outside of the authorized dealer network.  ******* filter was not just an aftermarket filter, but it was also the incorrect filter for the model of ski.  The filter did not have the correct fitment.  After receiving the complaint, we contacted the the manufacturer whom the warranty was with and asked them for a "Goodwill" claim.  They agreed to correct a majority of the repairs.  We contacted the customer and shared what we were able to get handled for him.  At this time he has agreed with the concession by the dealership and the warranty claim.

  Customer response

  04/09/2024

   
  Complaint: 21413752
  
  I am rejecting this response because: the issue is not with the oil filter. The oil filter was after market but it was a perfect match and the engine failure is not with the oil filter and they know it. They were trying to blame it on the oil filter so it does not get covered under warranty and not have to go through the warranty. I have 2 exact jet skis and both oil filters were replaced and only the one jet ski engine failed. The other one is perfectly fine. I did not agree with them with anything yet. But they are tyring to see what else might be wrong with it now if will go through the warranty. The jet ski has a warranty and they need to have all repairs covered under warranty. This still is not resolved because they are seeing what else it can be and the whole engine might not need to be replaced now. So nothing has been finalized yet with the repair. But they did contact me and say they are still looking into the matter and seeing how it can be repaired. 
  
  Sincerely,
  
  ***************************

  Business response

  04/10/2024

  Ultimately, this complaint is with ****** and ****** Service Plan.  We do not underwrite the warranty and or adjudicate claims for the warranty.  We have gotten ****** to authorize a "goodwill" claim for a large portion of the repairs.  

  As far as the filters.  Yes, both skis had the same incorrect filter.  One ski failed, one ski didn't fail.  As with any machine, it is impossible to determine when the point of failure would be, even with the same machine under equal conditions.  The ski that has been returned to the customer has had the correct oil filter installed prior to being returned.  

  The filter part number that was on both skis was 5GH-13440-80-00.  This part is for a 1050 engine, which is a much smaller engine that the skis that the customer has.

  The filter part number that should have been on both skis and has since been installed on both skis by our service department is 69J-13440-04-00.  This is the correct filter for the 1.8L engine which is the engine the customer has.

  In summary, the ******* of the complaint is with the service contract which we have no role in adjudicating the claim.  

   

  Customer response

  04/29/2024

   
  Complaint: 21413752
  
  I am rejecting this response because:

  On the box of the oil filter,  it says it can be used for 1.8L, 1.1L and other size ****** engines and it is the exact same match for this exact oil filter from ******. You can not be positive that oil pressure failed from the oil filter. The oil pressure can drop for many reasons. Engines are under a lot of pressure in the water. For example, the oil pump can go bad or other broken internal parts can go bad and can cause oil pressure to go down. So it can not be assumed that it failed from the oil filter. And there is proof that the oil filter was the same on the other jet ski and it didn't fail. You are giving wrong information to ****** so they don't cover this under warranty. This is how you treat a customer who bought 2 brand new jet skis, a double trailer, $1800 maintenance up front and extended warranty totalling close to $40000 and this is how you treat a customer? You want to collect from me and Yahama warranty. 
  Either the oil filter fits or does not and this oil filter fit perfectly and it was torqued perfectly. It said on the box this oil filter can be used on 1.8L engines and showed this to the manager ****** and he saw that it is the exact same size. There is no difference!
  Both engines would fail within the first hour if the oil filters were not fitting right and were bad. Not after 26 hrs and only one engine failed. If it was the oil filter, then both engines would have failed immediately within an hour in the water. There would have been an oil spill. There is the proof that you need, not the lies you are telling ******. 
  
  I am a mechanic myself fixing oil filters on diesel engines on semi trucks for 30 years so I would not make that kind of mistake. 
  This needs to be covered under warranty fully. I do not need to pay not even $1 for this repair. It is an engine failure and covered under warranty or you will have to prove this in court otherwise. 
  Thank you!

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

  Business response

  05/07/2024

  Good Afternoon,

  Please see the attached photos showing the incorrect oil filters that were taken off of the skis.  At this point the information provided is still the same.  The warranty is underwritten and adjudicated by ******.  We have advocated for the customer and been granted some goodwill contribution from ****** toward the repair of the watercraft. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company has refused to pay me for parts that were not able to be provided. I bought a boat from them earlier this year and it was supposed to come with water seats that totaled around $800.00 for the two seats. After months of following up to see if they would ever be shipped to me, they finally said they could not get them because they were on backorder. I then asked for a check in the amount that I was charged to be sent to me which they said they could not but now two months later and after several follow-*** I still have not received the check for the monies that are owed to me.

  Customer response

  09/20/2023

   
  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,
  
  ***************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a previous customer. I called and told the salesman I wanted to buy another jet ski just like the other I already had except the new 2022 model. He sent me a link via text and there was a picture of the unit. He said it was the only one they had. I commented that the color was not my favorite, but I would take it. I was not able to ride the unit for a few months because of my wifes physical therapy. When I got a notice there was a recall on the seat I was told to take a picture of the display to show number of hours. I told them there were zero hours but they needed it anyway. When I went to take the picture I noticed that the unit was not the same model I previously had purchased but one with fewer features. I called to tell them and they offered to do a deal to sell me a new one and I would ONLY be out of pocket about $4000. I said that was not acceptable. I wanted to meet with leadership/owners to tell my side. The sales mgr supposedly spoke to the owners and they said that there was nothing more they would do. I decided to post my complaint on their ******** page since they were not willing to even meet to hear my side. They then called me to tell me they were upset by my posting and would no longer work with me.

  Business response

  09/20/2022

  Dear Better Business Bureau,  ******************************* is a previous customer of ********************************************************************. Back in June he contacted our sales staff looking to purchase a Sea-Doo GTI "like" he had previously purchased from us.  Our salesman sent him a direct link to the only 2022 Sea-Doo GTI we had in stock. ******************** confirmed that this is the unit he wanted to purchase and placed a deposit on it.  ******************** came into our dealership with his trade in, was presented a buyers order stating what he was purchasing and the salesman even did a product "go-over" at the point of delivery as well.  At this time,  ******************** noticed the ski did not have a reboarding step like his prior machine had; therefore, he came back into the dealership and purchased one.  He then proceeded to continue taking the delivery  of this model. The salesman assisted him with putting the cover on and ******************** left with his new Sea-Doo.  3 months later, ******************** contacted us because he noticed his machine did not have a VTS (a feature his old machine had). We informed him that the machine he researched and agreed to purchase  does not have that feature. At this moment is where ******************** requested to speak to a manager/ owner of the business.   Due to the fact that he waited 3 months to object to his model, the vehicle's warranty has lost 3 months, state/local taxes and registration have also been paid, in addition, legally we have to market this unit as "used" unit  and are unable to receive factory promotional financing. Cycle Springs made a generous offer to help ******************** trade in the machine he purchased towards a 2023 unit.  Due to the cost in 2022 model to 2023 model, new to used, and the general difference in MSRP of the two different models - ******************** was not happy with this offer.  Subsequently, he chose to comment on our customer comments page on ********* ******************** made claims that Cycle Springs is a bad business that is not willing to stand behind its customers and only cares about profit.  This is where management reached back out to ******************** to inform him that we are no longer willing to assist him with this transaction for the actions and untruthful behavior he presented. 

  Customer response

  09/21/2022

   
  Complaint: 18050268
  
  I am rejecting this response because:

  The response is not factually correct. They are not telling the whole story and are covering for their salesperson. The salesperson is not telling the story correctly.  
  

  The error is that I did not say I wanted a unit like the *** 130; I told the salesperson from the very first I wanted another JUST LIKE the one I already had from CycleSprings; except of course the newer model. My wife was listening to the conversation and confirms what I told him and what I was led to believe he was selling me. I even told him he could check their records to see what I had.
  

  When he sent me a link he said NOTHING about it being a different model.  I did not even follow the link or read details about it because I trusted the salesperson. Actually, I did not even know there was a difference in models.  All I knew was that I liked the SeaDoo brand and the model I already had.  The only thing I noticed was the color difference.  They are supposed to know and NEVER ONCE did he say a SINGLE WORD to me about it being a DIFFERENT model with different features.  
  

  And this is where their defensiveness comes in.  I dont think the salesperson even knew. Apparently, he never bothered to check the records like I told him to to verify what I had. And now the Sales Mgr is trying to cover for the salesperson in front of ownership.
  

  Its a pretty ironic defense to say I made the mistake of trusting the salesperson and CycleSprings. Yes, I did make that mistake.  But CycleSprings and the salesperson made a big mistake too.  They just dont want to admit it. I was willing to pay for my part of it but CycleSprings was not.  Their offers resulted in them making another sale and my paying over 

  I regrettably TRUSTED the salesperson because I (formerly) TRUSTED the business. Thats why I went back to them for a second one.  Now they take that trust and abuse it with self serving offers which result in their selling me another unit and me being out of pocket an extra $3000 above what I should have been just to correct their mistake. 
  

  The sales manager is just trying to cover for the s**** up his salesman made by blaming the customer.  In other words, he is saying it was my mistake in my trusting the sales person and believing he was selling me what I specifically  asked for, not something like it. I dont think the salesperson ever checked the records.  Unfortunately I dont think even he knew the difference in models  He sent me a link and he NEVER SAID A WORD ABOUT IT BEING DIFFERENT different from the one I had - and we had multiple conversations.  
  

  In summary, a CycleSprings employee misled a customer. I dont think it was deliberate but just incompetence.  And now the Sales Mgr has to concoct a narrative that blames everything on me, the customer.  Basically, he is saying I made all the mistakes; i.e. I should not have trusted the salesperson. A competent salesperson should have known but he never said a single thing to me about it being different.

  I asked to speak with ownership both before and after the Sales Mgr made the self serving offer he did, but was put off twice. In retrospect, I am pretty sure they were not hearing the whole true story, only the version concocted by the Sales Mgr. And, yes, I went on social media after having been put off twice.  

  Bottom line, I was deceived by the salesperson.  It was either deliberate or unintentional because of his incompetence or laziness.  I think the latter, but the effect is the same. The Sales Mgr came up with an offer that involved me losing a lot of money, and them possibly only foregoing a little revenue.

   A (formerly) good customer trusted CycleSprings and now is paying the price.  

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

  Business response

  09/21/2022

  ******************** was given a direct link to the unit in which he purchased. Whether he decided not to open it is at no fault of Cycle Springs or the salesman. I the General Manager of the business sat right next to the salesman during the whole paperwork process at no point was ******************** led by the salesman that this machine was not what he was looking for. ******************** was given an instructional go over on the machine before taking it off of our property, where he also signed a manufactures PDI form that states he understood the functions and features of the craft. Due to the length of time lapse since the delivery of this vehicle there is no other option that was available for ********************. He chose to decline the offer I presented and take his own actions on our ******** page.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Kymco 4-wheeler from Cycle Springs in October of 2021 for over $6000, from the start the vehicle over heated and did not shift gears properly. In January we returned it to the dealer to resolve these issues. They found there is a bad electronic chip in the vehicle that is causing the problem. They have now had the 4-wheeler for 5 months with no resolve. They have stated they cannot get a replacement part. I have requested them to replace the vehicle with another or refund my money. They will not agree to either solution. I would like assistance in getting a vehicle that works properly, we spent a lot of money and they gave us a faulty product but will not rectify the problem

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/05/20) */ This unit was brought in with 67 hours on it, and an overheating condition. The radiator of this ATV was packed with mud, and still shows signs of use that would create this condition. We replaced an overheating sensor which places unit in "limp" mode, and the unit has sustained further electrical issues. We ordered the needed component from the manufacturer and the component has been on backorder since the initial date. We called KYMCO dealers around the United States to see if anyone has the needed component, and reached out to dealers in 2 other countries, in an effort to repair unit as soon as possible. No one has this component, and we have been in touch with the manufacturer representatives on a weekly basis to follow up. This consumer has been notified consistently, and it is important to us that we do all we can to satisfy the needs of this guest. However, due to supply chain issues/delays, the component is not available at this time to repair. We have documentation to support our efforts, as well as a response from the manufacturer in writing about the backordered component. Sincerely, Douglas K. General Manager Cycle Springs Powersports Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request was for a refund or a replacement, I understand they have supply chain issues....I just want my money or a new product as they gave me a product from the start that was not optimum Business Response /* (4000, 9, 2022/06/01) */ Unfortunately, we are unable to refund/replace this used ATV. The ATV has been used for 67 hours, and it shows. Besides the obvious wear and tear on this unit, the ATV has been titled, registered, and Sales tax has been paid for the original purchase date. We have exhausted all measures to acquire the necessary component to repair, and the Manufacturer is aware of the status of this unit. As soon as the component arrives, we will prioritize repair of the ATV.

*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. ↩