ComplaintsforSunright International

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased AVT (Big Horn) in July 2022. Vehicle lightly used and suddenly stopped up. Seemed to be a clutch issue so called warranty company (SunrightUS) who advised via email that it was probably a clutch issue, to take it to their advised mechanic and they would take care of both parts and labor costs as it was so new and still under warranty. Sounds like a manufactoring issue if they suspected clutch issue and it could not have happened with such light usage. 5 weeks later and they informed me that I am on the hook for labor costs and they will cover cost of parts only! *** tried to call them directly multiple times since, emailed Bill directly from warranty department who I have been communicating with but am unable to reach him! I dont know what to do and I have nowhere else to turn.

  Business response

  02/01/2023

  Bighorn has a written/ on line warranty statement for one year on engine, transmission and chassis, and limited for other parts of the vehicle. The initial diagnosis in **************** own words was a "gear box" issue. After the vehicle was taken into a service center, it was discovered that the clutch was the issue. Our clutch warranty is clearly stated at 90 days and the unit was 5 months old when the issue was first presented. In these situations, we try to meet the vehicle owner halfway, by providing parts, which goes above and beyond our warranty policy. 

  Yesterday, we informed the service provider we were willing to provided full warranty coverage and this morning, we informed ************. It's disappointing that this complaint was still filed. 

  Customer response

  02/03/2023

   
  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.

  **Kindly note, I was not made aware of proceeding until AFTER i submitted this complaint. If my multiple calls/emails were replied to, i would not have had a need to file this complaint.
  

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Big Horn side by side from a tractor supply in ************** on July 3, 2021. I was able to drive this machine for about three months before it broke. I got in contact with the warranty company Sunright International out of GA. *********** provided me with a list of shops to bring my vehicle to, so I chose a place called ************************* out of ********* **. This mechanic shop had my vehicle for about six months. After this time i received my vehicle back, upon returning home and taking it for a test drive the vehicle had failed once again. The same problem had occurred, even though I was told it was fixed. There were also new problems that had not been there when I dropped it off originally. I got with ***************** from the warranty company about my complaint, he advised me to return the vehicle to the same mechanic who failed the first time. I brought it back and it sat untouched for another month. Ii have have lost many months of time with this machine and Sunright only answer is to continually bring it back to Pikes. The only thing that happens there is it remains to be untouched . I am a Disabled Veteran and purchased this machine to help me move around and get out and help me do more. But since buying this machine it has been broken for 3/4 of the time I've owned it. The individuals I've been in contact with *****************, and *************************** have been unhelpful. they refuse to trade out the machine for a new functional one or a refund. These individuals want me to return it to the the mechanic that couldn't fix it after having it twice or they will do nothing. They do not want to take responsibility for there product being faulty but want me to waste more of my time waiting for a mechanic who couldn't fix it right the first time to, try again. I am extremely upset with both parties involved, but more upset with Sunright International responding in such a poor manner. I have spent enough time waiting for my machine.

  Business response

  07/27/2022

  There have been obvious issues with the ********** and **** Small Engines around the frequency of communications for the repair cycle of their vehicle.

  As the repair sites are independent businesses that agree to work on our vehicles. We arrange for parts and payments for their service.
  When a customer like the ********** requires service we will give recommendations for the closest service center that we are aware of.

  Once selected these become a relationship with the customer and the service center. In this case this relationship was apparently not good. 
  The customer had an issue after the repair.

  When we suggested they take it back to Pikes for them to resolve the issue. (They, PIKE's should be the ones to correct this repair.) The ********** did take it back to PIke's, but for some reason went back on their own and picked up the vehicle.

  Indicating they would take care of the issue on their own. 

  Based on our records this vehicle has been in for repairs once. Some issues related to the global supply chain and COVID had caused some delays. But the opportunity to make this repair right and fix the vehicle has not been given and we cannot at this time justify any offers to replace or refund this unit. 
  We do stand behind our products and the warranty that is provided with them. We are always open to working with our customers. If given the opportunity and the repairs cannot be completed.Then there are more options that can be considered.

  Customer response

  07/28/2022

   
  Complaint: 17567378
  
  I am rejecting this response because: The work that was done by Pikes that Sunright International recommended failed to do the work correctly after having the machine for the first six months.  I brought the machine back under Sunright International advise, but the machine wasn't being worked on.  The mechanic Sunright International recommended was sitting on the machine with new reasons it wasn't working.  He was not addressing it being any cause of his own, let alone addressing the new issues with the machine that occurred while under Pikes care.  I brought this up to you and others in your company and you don't care about the consumer, or properly remedying the faulty machine.  I bought this machine brand newto help me do things around the house as a disabled Veteran, it broke with in the first three months.  This machine has spent more time in "repairs" then actual drive time on the machine.  Even when the machine was in for repairs for the first time and repairs the second time, Pikes would always refer to having to wait on ***************** about parts and not returning emails and staying on contact.  Both Parties involved are unprofessional and willing to except their faults.

  You as the distributor and warranty company need to except the faulty machine that was sold and remedy the situation with something other then me bringing my machine back to a mechanic.  The machine has spent more time needing to be fixed then I've actually been able to use it.   I have been extremely disappointed in the way Sunright International has handling this situation and how horrible they have been treating a customer let alone a disabled Veteran.
  

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

  Business response

  08/03/2022

  We are shipping a new veihicle to the store where it was purchased..This vehicle is being replaced at that store.

  Customer response

  08/05/2022

   
  Complaint: 17567378
  
  I am rejecting this response because: *************************** Parts and Warranty Manager wrote in several emails on August 2nd that a machine would be dropped off at the ****** ** ********************** on Thursday August 4th.  I called the ****** ** Tractor Supply this morning August 5th at 8:02 and spoke to the assistant Manager and he had informed me that the delivery was never made by Sunright International for August the 4th and that Tractor Supply was unsure of why it was never made even though it was scheduled.  We have had nothing but issues with the individuals that work in the warranty section of this company.  Like I have already stated I was told it would be delivered on Thursday and here we are on Friday and no delivery was made, with no reason why.  The member of this company do not seem to be true to there word.    
  
  Sincerely,
  
  *******************************

  Business response

  08/15/2022

  The customer was issued a refund and the issue has been resolved.

  Customer response

  08/17/2022

   
  Complaint: 17567378
  
  I am rejecting this response because: I am not going to accept or agree to being satisfied with a response from Sunright International.  ************ failed to do the right thing when "I" the customer was unhappy with services performed by mechanic they recommended.  The individuals that work in the warranty department would not return my phone calls, and stopped answering my emails.  I did not do what they wanted and they shut me out.  I felt as though the individuals in the warranty department figured if they stopped talking that I would stop trying to have them do what was right.  It was not until we took further steps that Sunright started answering my emails again.  Once again they were very vague and seemed to be **** the way my questions were answered.  Sunright did not issue the refund, they refused to do anything other then give me attitude and the cold shoulder when I requested anything from them. The individuals that treated me so poorly and disrespectfully have tarnished everything about this company and it's morals to the customers.
  
  Sincerely,
  
  *******************************

*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. ↩