ComplaintsforEpic Powersports

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tires for kawasaki mule were the wrong type of tire for the use I need. Tires sold to me were high performance tires used in mud and sand offroad. Nobody asked me what I was using the mule for and if they did ask I would had told them it is used on pavement. The tires were mounded wrong on the rims. The high performance tires rotate only one way and all 4 were put on backwards. Air pressure went from 20 pounds on one tire, 22 on another, 23 pounds on the third and 25 pounds on the fourth. Being the wrong tires and pressure driving on pavement made for a bouncing and dangerous ride. Going at top speed a person could lose control of the mule. The price paid to mount the tires was also more than other places charge. I paid $100 per tire. I had to buy another set of tires because Epic Powersports couldn't find me another set. I found another dealer that had the correct tires I needed and mounted them for $32.23 per tire. When I talked to ****** about these problems he said he would contact the owner and get back to me the same day. I didn't hear from him so I called the next day and was told he was with another customer and would call right after he was done. 3 hours later not getting a phone call I went to Epic Powersports and ****** said they could do nothing for me. I said I would call the Discover and stop payment on the mounting and tires of the ****.I would also complain to the BBB. As I was leaving ****** said we have lawyers to collect from me. As a retired business person myself I couldn't help but wonder about the old saying the customer is always right. Some sort of adjustment should have been given to me. *************************

  Business response

  07/11/2022

  We picked up **************** Kawasaki Mule on 5/18/2022. He supplied us with a list of items he wanted addressed and we did just that.  When we looked up the tires that he wanted replaced all our vendors show out of stock or no longer available, with supply chain issues that has come to become a real industry problem.   We quoted one of the most popular set of tires (not  to him and he approved them.  After performing all the repairs quoted, we delivered the unit back to **************** and he was able to see the tires we had installed and was happy with the services that were performed.   The issue that *************** has is the tires are noisy on the street.  The *** as well as the tires installed are for off road and at no point was it ever brought to our attention that he would be riding this unit on the road (also not a road legal machine).  **************** and his brother thought that coming into our store and making a scene would get us to refund the tires that he still has possession of. We always work with our customers but do not respond to yelling in the showroom and saying the customer is always right.  If any of the work performed has a stop payment we will have a mechanics lean put on the machine and report to law enforcement. 

  Below is manufactures description of the tires we installed. As described per the manufacture "it is based off of a high speed radial truck tire and boasts smooth and quiet ride".  At no point does it say anything about high performance. It is also designed for heavy machines such as the Mule that comes stock with a 6 ply tire. 

  BUZZ SAW RT

  The high quality rubber compound that used in the Buzz Saw R/T is similar to the rubber compound used in high-speed radial truck tires. The result: a tire that lasts, rides smooth and quiet, and offers great traction.
  Lightweight ultra smooth riding 6 Ply Rated RADIAL tire designed for todays larger ATVs and ***s
  7/8 deep tread design offers excellent traction, while providing a smooth ride
  The heavy duty, radial carcass construction is lightweight and is designed for added stability and an ultra smooth ride
  High-grade rubber compound offers long tread life

  
  

  Customer response

  07/13/2022

   
  Complaint: 17515755
  
  I am rejecting this response because: 

  First of all I would like to like to know who wrote the response  to my letter since it wasn't signed. Was it the manager ****** or the owner *********************? If you read one line of the letter it doesn't make sense. "We quoted one of the most popular set of tires (not to him and he approved them" What does that mean? 

   Epic Powersports had my mule for at least 3 1/2 weeks and stated they couldn't find the same tires that came with the Kawasaki mule. They stated "All our vendors show out of stock or no longer available, with supply chain issues that has come to become a real industry problem". They didn't do their due diligence since my brother and my son in law found the correct tires on line. I went to ******************** in ************* and ordered  the correct tires and paid for them within 10 minutes of walking through their doors. Two days later they were on the vehicle. The tires Epic Powersports mounted  on my mule were  the wrong tires for the vehicle. Not only that but the tires as I explained before were mounted incorrectly. When this was brought to their attention the first time it was like  they never heard about directional tires They are suppose to be the experts for repairs and tires, not me. Quoting from a source called tire buyer "a directional tire is quite simply, a tire that is engineered to roll in only one direction. If mounted improperly directional tires may also wear irregular and  prematurely, and produce excessive road noise. The performance consequences of running directional tires incorrectly [backwards] can be  significant, so tire manufacturers clearly  **** directional tires with an arrow / rotation direction on the outside tire sidewall." The 4 tires they mounted on my mule all had arrows and were pointing backward. No wonder the ride and noise was unbearable. If Epic Powersports would have changed the tires around from the left side to the right side and the tires on the right side to the left side this matter might have been solved  Instead they said they couldn't  do anything for me.When they couldn't find the tires for my mule they should have ask me where I was driving the mule and would have learned I drive it on a private paved road in our private subdivision NOT on paved public roads. The tires they put on my vehicle are for offroad mud and sand.

   As I previously stated in my1st letter when I called Epic Powersports they said we will get back to me and didn't. They were to deliver my mule one day and never showed up. I called and they said ****** was stuck in traffic @4:30 pm and would deliver later that day or the next morning. I waited all day at home both days and there  was no call or delivery. When I called the afternoon of the second day they said "oh  do you want your mule delivered? We will come out tomorrow. This is NOT how a business works for their customers. When I was in their store the last time I was not yelling but was threaten with ****** telling me they would have their lawyer collect  the money owned to them.Then in their followup letter they threaten to a mechanics lean put on my mule and report me to law enforcement. In my opinion that is not how you work with a new customer. 

   I 'm willing to return the tires to Epic Powersports and receive full credit for the tires and mounting  fee of $972.19  since the tires and mounting were done wrong.  

  
  

                                                                                                                                                               

                                                                                                                                        Sincerely

  
  

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