Complaints

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:01/19/2023

  Type:Customer Service 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 dropped off my dads sxs do to routine maintenance, I was told he had coverage and wouldn’t owe anything. I drove over an hour to drop it off and over and hour when I went to pick it up and was told it was $640! I was told “sorry the guy that told you it was no charge is new and didn’t know what he was talking about”. Okay ??? Well I’m sorry I wouldn’t have brought it there if I was told I would have to pay $640!! They were unprofessional and did nothing to even attempt to rectify the situation. Poor customer service. Never will return calls. My dad is on social security and can not afford to get his property. They have had it for 2 or 3 months now.

  Business Response

  Date: 02/23/2023

  I sorry that you feel you received poor service.  After reviewing the phone calls and correspondence from this I can see how there was a lot of confusion.  Our parts and labor specialist responded to questions that were asked without also verifying the information they were given.  The extended coverage that your father has it a service contract that covers defects and the battery, there is a separate package that he was offered and declined that also covers all of the routine maintenance, which is what the $640 cost was.  And again, I apologize for the poor communication.  There were several family members calling at different times to check on the progress and we assumed that in talking to one, there was no need to call others.

  We are constantly trying to improve our service and while it might not make your situation any better, we have learned from it and will hopefully not have these types of issues in the future.  Additionally, as a way of trying to regain your trust as a customer, the next time your dad's SxS needs a routine maintenance, we will discount it to 1/2 price.

  Thanks

• Initial Complaint

  Date:07/31/2022

  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.

  05/11/2022 I took a 2019 Polaris Ranger 500 motor into the Surdyke location in Festus after speaking with *********************** to rebuild the motor approx January 2022. The cam for this motor was on back order for a long period of time. When I picked up the motor on 05/11/22, I installed it on 05/14/22 to find out the engine work not start. I called ****** on Tuesday May 17 since they are closed on Mondays. I was told to bring it in and they would look at the problem. When I called and spoke with ****** on 05/31/22, I was told it was a Surdyke error, "my bad" by ******. The wrong buckets were installed and he would order new buckets. On 06/10/22, I called ****** for an update and was told the wrong buckets were ordered and the correct ones should be in around 06/14/22. Phone called to ****** 06/21/22, parts are in but they had a tech quit, Phone call to ****** 06/28/22, they are working on it. When the engine was fixed on 07/01/22 and I went to pick it up, ****** charged me $40.00 for the new buckets that had to ordered due to their error. This motor rebuild cost $2663.59 plus the $40.00 I had to pay or I don't think they would have release the machine to me. I don't feel I should have to pay for parts that were incorrectly installed by Surdyke. ****** told me he wasn't charging for the labor. I thought this statement to be out of order since they were paid to rebuild the machine and the issue was their mistake, not mine. I had to initiate all conversations, the only phone call that was made to me was the call telling me the price, or the one call letting me know it was ready for pick up. No courtesy update calls received for the 5 mos. while waiting on parts. I would like to have my $40.00 refunded to me for the new parts to replace the wrong parts. I had to return a battery left on the machine afterwards and was told by ****** they used the old used buckets when it was repaired. This was said in front of a witness. So why was I charged $40.00? This was a mechanic error

  Business Response

  Date: 09/13/2022

  Sorry, "engine only" repairs are complicated at times because without having the engine installed in a machine, it's impossible to properly run it and test it.  If we made an error and overcharged you $40 we will be happy ro refund that $40 to you.  We can either issue you a check or give you an in store credit, your choice.  Thanks and sorry for the error.