ComplaintsforFive Star Powersports Bedford County

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My son and I had called to make sure the ATV in question was in stock and ready to go on 3/28. We arrived on 3/29, looked over the used ATV did a super short test drive in the parking lot and were instructed the foot brake sticks and it was to have been addressed, but wasn't. I told Lucas (sales) that I live ~2 hours away and won't be purchasing it without being fixed. after about 4 hours teh ATV was supposed to be fixed, then came another delay with financing, the system apparently had issues, but not until 4 other customer transactions went without a problem. After about 2 more hours at the store waiting for this, I told them if it wasn't ready to go I was leaving. I talked to Buck (a sales manager) who agreed to deliver the ATV for my time and troubles. The ATV was delivered on the afternoon of 3/30. I never received any paperwork or financing information after I signed everything with the delivery driver. I asked for copies of everything. I made efforts to contact: I talked to Scott on 4/10 after having called in 4/8 and 4/9 to talk to a manager and never getting anyone after being on hold. I never heard back and called again on 4/23 he was off, called 4/26 and left my information to be called back. It is now 5/7 and I still have not heard back anything. This is frustrating to say the least, and is terrible customer service. I have yet to receive any of my paperwork from my ATV purchase, but I had no problems getting a bill from the bank that financed the loan. In the month I have owned it, I have had to replace the brakes and caliper, spark plugs, air filter, CVT belt and have had to send the programmer away to be serviced that were on this POS that we bought and clearly had 0/40 of your points of inspection done.

  Business response

  05/14/2024

  
  Thank you for bringing this matter to my attention, here at Five Star Powersports customer service is our top priority.  I’m very sorry to hear about this complaint.  I’ve discussed with my team in depth that this type of customer service will not be tolerated. The day you made the purchase we were very busy delivering 19 sold vehicles, however this is no excuse and we take customer satisfaction very seriously.  I have been in contact with Dan personally and we are in the process of resolving these complaints.  Please be certain that all staff involved in this situation have been reprimanded and we have taken steps to prevent this type of service from happening again.  
  
  
  Sincerely 
  Joshua * M***** 
  Owner-General Manager

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/25/23 I picked up my snowmobile at Five Star Powersports after it was left there for warranty work to the starter for weeks with no communication to me from the service department. I called twice the week prior and no one told me of the work they were doing to my sled. Unauthorized work was done to my snowmobile resulting in overcharges and engine breakdown while snowmobiling in Canada.The jack shaft was unnecessarily replaced. There is nothing wrong with the jack shaft.Spark plugs were also replaced that was unauthorized and the mag side plug blew out of the head of the engine because it wasn’t torque to specs.Service manger Dalton had complained about all the work orders he had stacked on his desk when I picked up my snowmobile before heading straight to Canada.And I had to pay for unauthorized work for him to release my snowmobile to me.My main issue now is the integrity of the engine because when a spark plug is loose with engine under power/load it ran lean. The mag side spark plug was white meaning that cylinder was sucking more air than fuel and oil ratio. This is not good for the engine and that cylinder has been compromised.The jack shaft which is pristine was unnecessarily replaced because either the service department is incompetent and or they don’t have the proper tools to replace just the bearing.Five Star Powersports service department does what they want,when they want,and how they want with no communication. Totally unexceptionable. When I gave the above information to one of the owners named Josh. He denied everything and stated his service department did everything right and that’s because he’s an arrogant liar.

  Business response

  04/25/2023

  I am sorry to hear ***** ***** has expressed his dissatisfaction with our Dealership to the Better Business Bureau.   It was not our intention to upset ***** whatsoever.  We pride ourselves on having a very high rating for customer satisfaction with all of our brands, as well as our online reviews.  When I first heard about *****’s dissatisfaction I reached out to him personally to see what was happening.  During my conversation with *****, it was determined that he did authorize all the repairs, however he continued to make offensive comments toward myself and all of my team.  We employ a capable team of well trained technicians and we do our work to the specification of our manufacturers.  I am very sorry that ***** is upset with our dealership, however after I have spoken with ***** directly,  I don’t see any way to resolve these complaints.  

  Customer response

  05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This complaint was generated because Josh(one of the owners) stated to me his employees did nothing wrong & he didn’t believe any of my complaint against Five Star Powersports in Duncansville PA.They repaced unauthorized parts on my snowmobile which cost me more money out of pocket then due to poor workmanship I had an engine failure.Five Star Powersports is the last place I’ll buy or have service work done

  
  Regards,
  ***** *****

*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. ↩