Complaints

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

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  Owen Motor Sports Inc.

  11660 Old State Rd Charleston, IL 61920-7691

  
• 

  Owen Motor Sports Inc.

  10333 E State Highway 33 Effingham, IL 62401-5362

  
• 

  Owen Motor Sports Inc.

  11665 Old State Rd Charleston, IL 61920-7989

  

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:02/29/2024

  Type:Order 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.

  Purchased 2 side by sides from this dealer and was mislead about sales tax and their means of filing it with the state which per illinois irs department they have been miss handling all out of state purchases and tax exemptions and we are being audited for the first machine by Illinois irs and have to settle the second machine hopefully before it is audited

  

  Business Response

  Date: 03/06/2024

  We have sent over documentation to the customer explaining the current situation and can provide documentation to show that all tax information was filed correctly per the customers direction.  Each step of this process is documented with the customer signing off before we send anything through.  We do not advise customers on tax issues, rather we recommend that the customer use a tax professional when dealing with tax authorities.  As such we do not feel that we are liable for any false, misleading or inaccurate information being sent through and request this complaint to be closed.
  

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  I observed a price listed on autotrader published by owen motorsports in Effingham, IL. They advertised a 2023 KX450F for $4,994, a sale price marked down from $9,599. After I agreed to the price and was about to pay, the salesman said the total price after tax + fees would be $7,120. Tax being 8.5%, they were trying to charge me 34% in hidden fees. This was very unfortunate, I was on my way to pickup the bike and emotionally distraught after being tricked. By a company that I thought was a reputable dealership. This is a dirty trick you might see by someone on craigslist, not a real company claiming to be a authorized dealer for Kawasaki.

  

  Business Response

  Date: 07/25/2023

  On all our website inventory we do post the following disclaimer that means to avoid just this situation.  

  
  Due to continued challenges across supplier networks as well as increasing logistics costs, product pricing, freight charges, specifications, and features are subject to change at any time without prior notice. Please confirm all information with your local dealership.
  Price, if shown and unless otherwise noted, represents the Manufacturer's Suggested Retail Price (MSRP) or dealer unit price and does not include government fees, taxes, dealer vehicle freight/preparation, dealer document preparation charges, labor, installation, or any finance charges (if applicable). MSRP and/or final sales price will vary depending on options or accessories selected; contact the dealer for more details.
  Images, where available, are presented as reasonable facsimiles of the offered unit and/or manufacturer stock images. Non-standard options or features may be represented. No guarantee of availability or inclusion of displayed options should be inferred; contact dealer for more details.

  
  Also as the customer has stated, he agreed to pay the price and was about to pay, both statements indicate that the customer was informed of the total price before any paperwork was begun.  As to the false advertising claim the price of the motorcycle was $4994 and as stated on the page and as stated in the disclaimer the total price included tax, freight, setup, and document fees for a final total.  
  

  
  

  Customer Answer

  Date: 07/27/2023

  Complaint: ********
  
  I am rejecting this response because this is a bait and switch sales tactic. The dealership is adding over 42% to the advertised price with tax+fees.
  

  By definition: In a bait and switch sales tactic that involves hidden fees, a seller advertises a product or service at an attractively low price, intending to lure customers in. However, when customers are ready to make the purchase, the seller introduces additional fees or charges that were not disclosed in the initial advertisement or were hidden in the fine print.

  Here's how it typically works:
  Attractive Offer: The seller advertises a product or service with a very low price to grab the customer's attention. This could be a special deal, discount, or promotion that seems too good to pass up.
  Customer Interest: Intrigued by the low price, customers show interest in the advertised item and may start the process of purchasing it.
  Hidden Fees Revealed: As the customer proceeds with the purchase, the seller introduces additional costs, fees, or charges that were not clearly stated in the initial advertisement. These fees are often buried in the terms and conditions or fine print.
  Pressure to Buy: At this point, customers may feel pressured to go ahead with the purchase despite the unexpected fees. They might believe they won't find a better deal elsewhere or may have invested time and effort in the process already.
  Higher Price Paid: Ultimately, customers end up paying a higher price than they originally anticipated due to the hidden fees, and the seller benefits from the deceptive tactic.
  This tactic is misleading and unethical because customers are manipulated into thinking they are getting a great deal, only to discover hidden costs later in the process. In many jurisdictions, such practices are illegal under consumer protection laws to ensure transparency and fairness in business transactions. Consumers are encouraged to be cautious and read the terms and conditions carefully before making any purchase to avoid falling victim to bait and switch tactics with hidden fees.
  

  Source: using ************************

  
  COMPARISON DEALER
  2023 KX 450 Sale Price  $6,299.00
  Gov't Fee  $168.47
  Proc/Doc Fee  $197.00
  Freight  $425.00
  Dealer Surcharge  $200.00
  Taxes 8.5%  $ 535.42
  Total OTD Cost  $7,824.89
  Total Addt'l Fees  $1,525.89
  Addt'l Fees w/out tax  $990.47
  Addt'l Fees w/out tax (%) 13%
  Total Tax+Fees % 24%

  
  
  OWEN MOTORSPORTS PRICING
  2023 KX 450 Sale Price  $4,999.00
  Total added fees w/out Tax  $1,696.09
  Taxes 8.5%  $424.92
  Total OTD Cost  $7,120.00 
  Total Addt'l Fees  $2,121.00
  Addt'l Fees w/out tax  $1,696.09
  Addt'l Fees w/out tax (%) 24%
  Total Tax+Fees % 42%
  
  Sincerely,
  
  Ryan Bright

  

  Business Response

  Date: 08/05/2023

  As previously stated in our initial response the disclaimer clearly states that the price shown does not include taxes and fees.  From the Mr. ******* own calculations you will see that the final price is still significantly lower than the competitors for the item in question.  Additionally we believe there is some misunderstanding of the term “bait and switch” as defined by the Cambridge Dictionary, it is a method of selling in which a product is advertised at a very low price to attract customers, who are then persuaded to buy a different product at a higher price.  We never attempted to do this, we offered a unit at a low price, we charged the same fees and taxes as the competitor, and fully disclosed this to the customer.  Additionally as noted before our disclaimer clearly states that:

  
  Price, if shown and unless otherwise noted, represents the Manufacturer's Suggested Retail Price (MSRP) or dealer unit price and does not include government fees, taxes, dealer vehicle freight/preparation, dealer document preparation charges, labor, installation, or any finance charges (if applicable). MSRP and/or final sales price will vary depending on options or accessories selected; contact the dealer for more details.

  
  As a result we consider this a closed matter at this time as the customer is seeking no resolution other than an admission of a practice that we do not employ or encourage in any way.
  

  
  

• Initial Complaint

  Date:07/15/2022

  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.

  I purchased a 2021 Polaris General from ***** on 5/28/22. That day it broke down within the first 20 minutes of driving it. It was overheating and the drive belt needed replaced. We took it back on a trailer and they put a new belt on and a new plug on the electric fan. They claimed to have checked the clutch saying it was fine. We were able to drive it for two days and the drive belt started to shred again so we replaced the belt ourselves that we purchased from *****. They asked for me to remove my 1 star google review for a discount on the belt and since our vehicle had been fixed, which I did. We rode in a charity ride after the new belt was replaced and we were stranded on the side of the road yet again. The belt completely smoked and our vehicle was not drivable. The charity ride had about 200 side by sides riding easy trails we were going at very low speeds and we’re doing what I would consider easy driving, these are off road vehicles after all. ***** did come to pick up the side by side this time because it was yet again not drivable and would need taken in on a trailer. They picked it up on 6/29 and it is still sitting at the dealership today, 7/15. I spoke with the service manager **** and he said the clutch was completely damaged as well as the casing and would need replaced. I had purchased a warranty with the vehicle and he said due to us “driving abusively” the warranty would not cover it and quoted me $3000 to fix it. The warranty company said an official claim was never filed, only a phone call was notated with no reason stated for denial. When I called back to ask about this I was treated so terribly and the service manager was supposed to be looking into this issue. It’s been a week since I have heard anything from them and I left a message and have not received a call back. I would like assistance in getting this matter addressed because I am at a loss of what to do at this point.

  

  Business Response

  Date: 07/30/2022

  Everyone here at Owen Motor Sports is dedicated to providing our customers with quality products and services along with important vehicle use and care information.  We have worked with the complainant on this matter and have tried to both educate and resolve this matter to the best of our ability.  To this point, we have “good willed” over $500 in parts and service including a new belt and pickup/delivery services twice.  In both situations, we have tried to explain to the customer the proper use and care of their unit.  After the most recent incident, we turned in the damage information to the customer's warranty provider.  Unfortunately the warranty provider declined the claim due to the mis-use of the machine, as defined by the manufacturer’s suggested guidelines, evident in the internal workings of the drive mechanism showing  water and sand residue inside the drive clutch that has permanently damaged the mechanism.  We have tried to satisfy the customers' concerns, however with the warranty provider’s claim denial and the customer's continued mis-use, we are left with this situation.  Through the “good will” parts and service, attempts to inform the customer on proper use and care, and no charge for pickup/delivery service on the unit twice, Owen Motor Sports feels that we have gone above and beyond to resolve this matter.
  
  

  Customer Answer

  Date: 08/05/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  First of all, the machine was picked up one time, not twice. The claim has been reopened due to a surcharge that I had paid for after market parts. I am awaiting a response as to what the warranty company determined after reopening this case. The “goodwill” parts that were replaced were a drive belt that is less than $200 and a new plug for the electric fan. I never received any sort of invoice as to where the amount of “goodwill” parts came from. This is still an ongoing issue that I would like resolved. I believe the dealership should be going above and beyond to make this issue made right. I believe I was willingly sold a machine that was determined to fail or have issues, although it is a used machine, this is not ethical business practice. 
  
  Sincerely,
  
  ******* ******