ComplaintsforMichael's Reno Powersports

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased an ATV from Michael's Reno Sports in February 2023. The sales person included an extended warranty that my husband was lead to believe was being offered as part of the overall price. It was $571 on a $6,800. purchase. When my husband got home (within 4-5 hours of purchasing the item), I noticed the charge. We contacted the dealership and the finance director (Justin) said he could cancel the warranty but it required completion of some paperwork. He sent us a form to initiate the cancellation, which we completed and returned immediately. After that, we expected to see a credit on the card we used for the purchase. We tried but could NEVER reach anyone in the business office to determine when we could expect a refund. Our calls went to voicemail and were never answered. So, we then reached out to the store's general manager and we were informed that the cancellation could take a couple of months because the warranty company was slow in processing these requests. We called every month until August for updates! Every time, we were told that the refund had been processed and to wait. In August, the manager of the store told me that he PERSONALLY approved our request and there should be a credit on the card we used for the purchase. I left for an extended trip and did not follow-up upon my return because we have had other pressing family matters that took our attention. In retrospect, I should have been suspicious when they would never produce the refund paperwork. We believe this was all a ruse to frustrate us and get us to stop calling/give up. This is a very unfair business practice in my opinion.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I spoke to Randy R****** in the sales dept at Reno Powersports and my boyfriend and I both sent $500 deposits to order 2 new motorcycles. We mailed the checks along with copies of our CDL on October 19,2021. Randy sent an email asking only what colors we wanted. We were told that the motorcycles would arrive sometime in March of 2022. We started calling mid to late March to get a status of the arrival of the motorcycles. We were always told by Randy or John G***********, the General Sales manager that they would check on the arrivals and call us back. This went on for months and neither of them would call us back. In the beginning of May of 2022 I spoke to John and asked him to please cancel both of our orders. We didn't want to wait on new motorcycles that we had no idea would arrive. We were told at that time that our deposits were non-refundable. This is the first time we heard this. John told me that I had to of signed something or they would of never ordered the motorcycles. We did not sign anything or were told that our deposits were non-refundable. We just want our money back. I have called 2-3 times a week asking to speak to John G*********** and he never takes my calls. They leave me on hold and then after many minutes of waiting the line is disconnected. We are due our money back.

  Business response

  12/21/2022

  On May 31, 2022 we issued checks refunding the entire deposit.

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