ComplaintsforTeam Powersports of Garner

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally express my dissatisfaction with a jet ski I purchased from your company in June 2023 for $26,000. After only five months of use, the engine malfunctioned, leading to a complete failure. Although BRP attempted to resolve the issue by replacing the engine, the replacement has proven to be faulty as well. Despite their efforts, the jet ski continues to experience significant problems, including recent issues with the pump. As I use this jet ski for deep-sea fishing, reliability is crucial. The ongoing problems have made it unsafe and unreliable for my intended use. Given the circumstances, I believe I was sold a defective unit that does not live up to the advertised durability and warranty promises. Donde June 8 they still have my jetski on dealership in garner without any resolution I am requesting a replacement of the entire unit or a full refund. I have paid a significant amount for a product that has not met expectations and has effectively ruined my summer. As a customer, I feel I have been misled and cheated. Please address this matter promptly. I expect to hear back soon regarding the resolution of this issue.I am requesting a replacement of the entire jetski, not just a repair. I am not willing to risk my safety going deep-sea fishing with a jetski that continues to fail. Based on my experience, neither your team nor BRP appears capable of effectively diagnosing and fixing these issues. Despite their efforts, the problems persist.

  Business response

  09/03/2024

  ******, 
  

  I know this has been a very frustrating summer for you and for that I apologize. This is not the experience I want anyone to have with any of our products. 
  
  We have followed all recommendations in the repairs per Sea-Doo. Much of the delay has been things we cannot control much like the parts we are waiting on now that are on backorder or the most recent case that took them two weeks to respond. When we first replaced the motor, we explained we had not had the appropriate time to test it and that it would likely come back with an issue, and you wanted to take it on your trip, untested. The hurricane closed the boat ramps which delayed a lake test for over a week.  Just as a few examples. We even advised that this would be a lengthy procedure when you dropped the ski off and it probably take up to 4 months or so to get it sorted, through BRP so that you would not have to pay anything out of pocket. We want you to have your ski back in proper working order as fast as possible.

  Our time line shows as followed

  PWC purchased - 6/3/2023

  Regular Service - 8/30/2023

  Service and BRP Software update - 12/5/2023

  Service and first issue - wear ring replacement (wear ring damaged due to ingesting foreign debris) - 4/17/2024

  Unit brought in with non-operational motor 6/8/2024

  Customer picked up unit to test himself -7/13/2024

  Customer returned unit -7/25/2024 

  Unit was found to have faulty pressure sensor 7/30/24

  Part was received 8/6/24 it was installed 8/7/24 we could not lake test until after Hurricane ***** had passed and the ramps had reopened 

  Unit was tested 8/20/24 once ramps were opened after a brief ride unit displayed the same code. A new case was immediately open with BRP and we have been awaiting parts since and we have escalated the case and tried other sources to find the needed parts and hope they will become available soon.    

  I am sorry to hear that Sea-Doo (BRP) will not help you out further on this matter. They were nice enough to goodwill the motor even though its failure was out of the warranty period. Team-Powersports does not offer or express any warranties or guarantee that are self-administered.   
  
  I am happy to help you with offering a fair-trade value on your Fish Pro and a discount on a new PWC of your choosing. 
  
  While I am very sorry you have had issues with this ski. You have been able to use it for well over 120 hours of engine run time in a little over a year, which takes most of our customer many years to accrue. Based on average Sea doo usage that is roughly 7 years of use, which is very impressive that you were able spend that much time on it in the first year. Even according to the JD power guide for evaluating powersports equipment when referring to PWC's "Anything above 100 hours is considered high mileage." 
  
  We will continue with the repairs on the Sea Doo as it needs to be fixed no matter what we work out and I feel confident that we can get it fixed appropriately.
  
  Ultimately, I want you to be happy and I hope that working out a trade for you on something new or getting the ski repaired to where you feel confident in it would be able to do so.
  
  We hope to have the parts off backorder, installed, and lake tested again very soon. 
  
  
  *************************;

   

  Customer response

  09/04/2024

   
  Complaint: 22221430
  
  I am rejecting this response because I was not informed at the time of purchase that the engine could potentially fail after 100 hours of use. I bought this unit because it was presented to me as a durable option for deep fishing, which is why I have accumulated this amount of usage. However, I have since learned that a unit with over 300 hours is considered high mileage. Therefore, I am willing to trade for a new unit but cannot agree to a difference higher than $5,000.
  
  
  Sincerely,
  
  *************************

  Business response

  09/04/2024

  ******, 

  We understand your frustration. Per our email I thought we would be set to work this out once your PWC is fixed and I am happy to go ahead and work on it before then.

  We appreciate your offer. According to the JDpower guide average trade in on your ski with average hours would be $12,250 you paid $26,000 for your ski, I don't expect you to pay $13,750, 5k is also out of the question. 

  Again we would like to remind you that this catastrophic failure was outside of the factory warranty coverage period. All warranties, guarantees and parts supply are Sea-Doo (BRP) and appropriate 3rd party responsibilities. We are simply trying to find an amicable solution because we value you as a customer and want you to be happy even if they wont take care of you.

  ***************************

  Customer response

  09/04/2024

   
  Complaint: 22221430
  
  I am rejecting this response because:

  the amount you are offering is too low as the jetski now have new engine. Since your does not meet my expectation I am refusing this deal .
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising claim, on May 18, 2022, I called Team Powersport of Garner, inquiring about the new 2022 ******* Sportsman Highlifter, 1000. They have this specific model advertised on their website, however when calling to place my order, I was told they did not have that model in stock and could not order them. I then called ******* Home office and inquired about the availability of this model, I was informed that due to last of parts and supplies that only a certain amount of this model would be available each month to the dealer. If a dealer has the product advertised and not able to order said product for customers, it becomes false advertisement.

  Business response

  05/19/2022

  Mr. *****,

  
  We are terribly sorry that you were let down by that vehicle not being in stock or available for order. Our website showcase is not representative of what is in stock nor do we claim it to be. It representative of all the products our manufacturers make for the most recent three product years. We actually do not manage the new products shown on our website. The company that hosts the website uploads them direct from the manufacturer’s website for us.  I think you will find that this is common practice for almost every powersports dealership in the country. We do not intend for anyone to use or expect everything on our website to be in stock or available for immediate order. We would be more than happy to contact you when that vehicle becomes available for order again.

  
  We would love to earn your business,
  

  ****** ******* 

  Customer response

  05/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****t

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