ComplaintsforSchafstall, Inc.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/7/2022 I purchased a 2023 Polaris Sportsman 450 H.O. EPS from Schafstall Inc for $9,398.93 which is being financed through ********* ********** I use this 4-wheeler daily on my farm & within a month it quit running. We checked the spark plug and it was fouled with gas and coolant, also engine oil had coolant mixed in with it. Dealer picked it up for warranty work on Jan 9th. Through many subsequent phone calls to them about progress on the warranty work we were just told it was, "being plugged away on." Long story short it is 8 weeks later, they haven't worked on it yet, Polaris Headquarters Customer Service has been contacted with no resolution or even suggestions of resolutions. This isn't acceptable by any means to have a vehicle used for farm operations daily without any other resolution options given for this amount of time. By this time they should have provided us with a new ATV so we could still operate. It only had 21 hours on it. At this point a new four wheeler is in order. We would never use this dealer ship again.

  Business response

  03/14/2023

  We picked up the ATV from customer at no charge.  Then followed dealer and manufacturer procedure by scheduling disassembly and analysis of the ATV for said problem.  After investigating further through the process and communications with manufacturer we've proceeded with a long block engine replacement at no cost to the customer with warranty.  The engine replacement is underway and nearing completion and upon final inspection will be reviewed with customer for acceptance and return at no repair charge.

   

  Customer response

  03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Tear down and inspection didn't start until after 8 weeks of them having this ATV. Warranty ticket wasn't even started until that time, this was confirmed with Polaris head quarters. Also, it is not nearing completion as they do not even have said long block yet. This was confirmed with Polaris HQ Previous Friday evening on the phone. The engine is on order and had not shipped by that time. Response is rejected because of the continued dishonesty by the service manager. Will accept response once ATV is complete, but until it is visualized any response from them is likely just words to cover up incompetence and dishonesty.
  
  Sincerely,
  ******** *******

  Business response

  03/21/2023

  ATV has been repaired and out for delivery to customer with oil change kit for first engine oil change following 25hr. break in period per owners manual.  Engine was at dealer and installed as stated earlier and repair was documented with manufacturer, Polaris.  

  Customer response

  03/26/2023

  
  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.  Salesman **** ***** there has great integrity, and his actions and unknown oversight are greatly appreciated. 
  
  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. ↩