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Review from Bernie E
1 star03/06/2024
Avoid Santa Fe Motor Sports at all costs. It is clear that their corporate motto is "Hey guys, we've got a live one here." I bought a Polaris ATV from them several years ago. When I began having ignition problems, I had it hauled down there. The service manager at first said it was likely a simple wiring issue that would be addressed by one of the several recall notices I had received. Six weeks later, it was still not repaired and every time I spoke with them, it was a new problem that was the reason. They finally told me I would need an expensive wiring harness that would take SEVEN HOURS to install.By that time, I was fed up and called the *********************** and was told that it should take no more than two hours to replace that harness. I also got Polaris National to donate the (very expensive) harness. However, even telling Santa Fe Motor Sports that its installation should take no more than two hours, they still charged me for four hours. So a job that initially was going to cost me nothing ended up costing me over $1,100 and it might have cost me close to $3,000 if I hadn't gotten Polaris National involved. Up until the day we picked it up, they were still finding things to charge me for, including a $180 battery with a 30 day warranty (!!!).DO NOT buy from Santa Fe Motor Sports. Go to *********** instead. If I had read these reviews before, I might have chosen not to buy a Polaris at all. That's a shame because the initial staffer at Polaris National was quite helpful (though her supervisor was a tad jerk-ish.)PS: Frankly I don't believe any of the glowing reviews on ******* If you want a true assessment, read the Yelp reviews, 80% of which give SFMS one star, with several stating they would have given them a zero if that was an option.
Santa Fe Motor Sports, Inc. Response
03/20/2024
Firstly, I want to apologize that you had a negative experience here at Santa Fe Motor Sports. We do our best to ensure every customer is cared for to the best of our ability. Your feedback is taken seriously, and we have conducted an internal audit to address your complaint. We want to share our findings with you. We know that this is unlikely to win your business back. In a discussion with our service manager and the skilled service technicians who worked on your 2022 Polaris Sportsman ATV, the service team stated that the unit had been initially brought in for a service check after being reported to be non-starting. The service notes stated that it had been sitting for six months before it came in for a service check and that there was a request for a recall screening for this unit as well. Below is a copy of those service notes and the services performed. Service Required Customer states: unit is a no start, unit has been sitting for about 6 months - check recalls - | diagnose - recommend repairs Service Performed codes present: P1553- throttle release switch signal circuit fault. can be caused by damaged wiring faulty switch or ECU.(Inactive) P153E- brake switch correlation fault. can be caused by faulty switches open ground or damaged wires. C10B9- brake switch stuck. caused by brake switch input at active for a calibrated amount of time while engine speed is greater than a set threshold and the transmission is in moving gear. Installed new brake switch all codes are gone. battery has a lot of corrosion on terminals. cleaned corrosion. tested all associated components with brake switch found no issues with components or shorts in harness kill switch may be causing short does not operate correctly. NOTE---found bad wires going to the fuse box-voltage to brake light fuse changes from 6 to 11.5 volts as you turn the fuse box. needs a new wire harness. It is important to note at this point that we had no services on record for this 2022 Polaris Sportsman ATV in our system, no unit maintenance history, and our initial service contact was investigational for a unit fault that was found to be a failure within the wire harness. While there was an existing recall/no-ride notification sent out by ****************** on this specific 2022 Polaris Sportsman ATV, the overarching electrical failure noted in the service notes was not from the warranty bulletin, which was addressed during service and was due to an improperly assembled front brake wiring harness. The warranty service is referenced below. Service Required A******-A STATR WIRE ROUTING INSP PASS A******-B STATR WIRE ROUTING INSP FAIL Service Performed bulletin complete The Polaris-mandated repair for the A******-B Stator Wire Routing Failure was to utilize Coroplast 837X tape or another Polaris-approved tape and secure the wires that had slipped out of the plastic wire protective run within the wiring harness, as specified by Polaris in the A****** Warranty briefing. This work was completed as directed by *******. However, the root cause of the failure to start within the unit was not from this safety recall but rather an electrical wiring harness failure separate from this safety recall notice. It has been our experience in the past that an issue such as this within the timeframe presented is not a warranty issue and, as such, is the customer's responsibility. However, we do appreciate the leg work you put into contacting Polaris customer support and that doing that allowed you to get the physical wiring harness assembly replaced at Polaris customer support expense, an extraordinary response in our experience from Polaris.The installation of a main wiring harness took our skilled technicians four labor hours. This harness is the electrical backbone of the entire 2022 Polaris Sportsman ATV and runs through every part of the unit. It involves not only plugging the harness into every electrical component in the 2022 Polaris Sportsman ATV but also the proper routing and securing of the harness, and it is in no way a plug and play operation. After the installation of the wiring harness, replacement of the stock battery, removal of corrosion on the battery tray and electronic power steering unit (EPS), and removal of a mouse nest from the airbox, this 2022 Polaris Sportsman ATV was once again running and ready to hit the trails. Below are the skilled technicians' notes:Service Performed harness installed and tested unit starts and run good.found a lot of corrosion on battery tray and EPS unit, neutralized *** visiblecorrosion installed new battery.mouse nest found in air box cleaned and replaced filter. We hope that this has clarified the concerns you had, and if you have any further concerns regarding this work, we invite you to contact the owner of Santa Fe Motor Sports, Ms. ********************** directly at ************. We really do appreciate your business and are deeply sorry that any of your time with us was anything except exceptional. If we are lucky enough to do business with you again, we hope that we can rectify any hard feelings.Respectfully, The Team at Santa Fe Motor SportsReview from Adrian A
1 star09/12/2022
I had to make an appointment for my motorcycle's F1 failure code for 6 weeks out. This was at the beginning of June and the appointment was set for July 15th. After I dropped off my motorcycle, days passed by without a single attempt of communication to me from the service department. Finally I decided to call and inquire on the status of my motorcycle. My first contact ATTEMPT was July 20th, five days after I dropped it off. I was kept on hold for about 20 minutes just to have someone come back on the line to say the service department wasn't responding. I left a message for someone to please call me back. I received absolutely no contact from anyone at Santa Fe motor sports. So I called again, same exact thing, I felt a message for the service department to call me back and nothing, again! So I called again, and again. This went on till AUGUST 5TH! Until I FINALLY got a hold of someone in the service department. At this point I was finally emailed the ESTIMATE of work to be done! Almost a month after I dropped it off!!! I then told them exactly what items from the estimate I wanted completed and leafy it at that. Again, days passed by with absolutely zero communication from the service department. It took the same constant calling and trying to speak to someone to finally come to find out that the work was stopped because of an altered harness connection. Yes it was altered and yes I get that they couldn't continue because of it, but there's was no communication whatsoever from them!!! It sat there for days like that because they did not communicate with me! I believe I would probably still be waiting as of today had I not consistently tried to contact them! After this contract, I instructed them to do all work they could do and leave the harness work to me. The biggest and most expensive item in the estimated that I approved was the stator replacement. That was not done allegedly because of that harness issue.Review from Indalecio T
1 star04/19/2022
They were respectful but not clear and I suspect I was sold a lemon atv. Less than 16 hours on it, 35 miles and it left me stranded at work. I bought this for work ONLY. Just started my job and they don't seem to be empathetic about the fact that I paid close to ***** for it and now I am losing money while it's in the shop. I just wanted to sell it back get a an atv from a different place but the response was " we won't buy back the hisu n and will only consider trade ins. Missed work Monday, Today and they won't get to it till tomorrow or thursday. Their offer was to trade it in for an atv worry **** more. I would consider it but the fact they hisun ( new) died while running made me lose confidence in the dealer's moral business practices. I purchased it on March 30th 2022 and it left me stranded April 16th. Their policy is "25 percent restocking fee" but the dealer's response to me was " we won't buy it back". - it was a 750 tactic I purchased to work for a utility inspecting job. 3 days 600 bucks but I can see me missing a lot more work depending on this lemon's issue.
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