ComplaintsforImpact Powersports LLC

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new ATV Side by Side in late 2022 and paid over $17,000.00 for it. I took it in for warranty repair around February 25th 2023 for a failed starter problem. The dealership finally called me a month later to say they installed several starters and now the engine was severely damaged and needed replacement. Since it was still under warranty I agreed. The dealer only returned my calls twice in 8 months. I called repeatedly during the 8 months to check progress and was told an engine was ordered and expected in 2 weeks. I also visited the dealership personally and was told the same story. I explained frustration and told them I need resolution in the next 45 days or I demand a replacement or refund. I have received neither and my machine is in total disassembly to this date. They blamed the manufacturer ************** for slow delivery, then denial of responsibility and finally claiming out of warranty. The dealer admitted responsibility repeatedly in writing. They even filed a false police report on me when I peacefully came to retrieve my personal belongings from the machine! Which I have video to prove. I obviously do not recommend Impact Powersports LLC as a business nor ************** as a manufacturer!

  Business response

  09/20/2023

  Here is the latest correspondence with this customer.

   

  We have completed the repair of your machine as we promised and it will be ready for pick up anytime after 3:00 today. To be clear as to what repair we've performed is as follows. As you know we have been struggling with the manufacturer to get good information and acceptance of our warranty request. We then took it upon ourselves to resolve the issue ourselves. Your machine spun a bearing in the lower end of the unit and threw brass bearing shavings into the upper half of the motor. Although the damage to the upper end was slight we didn't feel comfortable replacing just the bottom half and requested a new motor. With the manufacturer not having a new motor, at our cost we then removed an engine from a brand new  2 seat sport model machine that we have in stock from the same manufacturer that has the same bottom end of the motor but a slightly different top end and used the bottom end of that unit with the new heads, pistons, rings, etc. they sent us for the top end of the motor. We have now provided a completely new motor within your original drop dead date and as I stated in an earlier email, Impact will provide you an in house 1 year warranty on the complete machine so that if you have any additional problems we will stand behind them for you. In addition, we noticed that a back up camera wasn't working so we have purchased a new one that is due in today and will be installed for you

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