ComplaintsforRocky Mountain ATV, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a cylinder kit on july 9th, 2024 to be sent next day to our campground as we are on vacation. The item arrived on July 11th incomplete. When we began installing the item we realized it was missing a part. We reached out immediately. They wanted us to take pictures of the "missing" item. Thus is a challenge since it wasn't sent....but we re-took apart the item and sent pictures of the I structures and all of the parts we received. They then said that they could/would not send us just the missing parts, as their tech devision wouldn't believe we were missing it. So their warranty department stated that they would refund us for the original item (not the shipping), if we ordered the entire item again. We told them that we were leaving the campground on Saturday the 13th, and they guaranteed that the order was processed and would be arriving to our location on Friday the 12th. We did AGAIN pay for expedited shipping. They let us know that we would automatically be receiving our tracking number via email, and we verified our email address with them. We never received our email so we called. They hadn't yet processed our order so now the soonest they could get us the item is Monday the 15th. Again we aren't going to be here then. Oopsy they said, they would try to reimburse us the shipping cost for the 2nd order, but oh well. They would "try" to change the address it is arriving to. What I. The actual #^#&. This is the worst customer service I ha e ever experienced. They shipped the wrong item, I (the customer) am supposed to est the cost of that and more, and still don't have the product. I will pay 10 times more to NEVER buy from this company again.

  

  Business response

  07/15/2024

  *** we are extremely sorry for the missing part out of the Cylinder kit you received. On items like this we ask for pictures so we can get with the manufacturer so we can see if we can get the item or if we need to get another kit sent to you.  Looking into the issue looks like the second order was processed after the shipping cutoff time and that is why it did not get shipped out on Next day we sincerely apologize for the inconvenience on this. We show you have canceled the second order that we had put on Instore pickup for you on Friday the 12th and was refunded back to your card and rebates. Keep in mind this refund can take a few days to posted depending on your institute. We show we are still receiving the original Cylinder kit back so we can investigate the missing item from that kit. We have also refunded the shipping back to your card today for the original next day shipping you have paid. We have emailed a $75.00 gift card to you to show our appreciation to you as a loyal customer. Again we apologize for the miscommunication on our behave.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After 10 years of buying from them, Rocky Mountain ATV (RM) refused to provide service to me based on another person's account activity. As it seems, a family member made a purchase as a Christmas gift for me and ordered with the same last name and billing address we use for certain online purchases. I don't know for sure, as RM would not provide specific detail about the order or the customer. Apparently, there was some dispute over this order and that person, unbeknownst to me, requested a chargeback on the approximately $100 purchase. More than a month afterwards, I made an order through my account for $250 and received an email shortly thereafter saying I they would not fulfill the order because of a chargeback on another account's order for which I had no record. I called Rocky Mountain to see what the issue was and they told me that they would not fulfill any orders because of the other person's chargeback. I had no knowledge of this and no control over the card used to make that purchase. To resolve the issue, ** told me to track down the other person to resolve the account as if it was my duty as a customer to collect their debts and resolve issue they have with other customers. After ten years as a customer who spent $1,200 in the last year alone, they would not fulfill any orders until I resolved a customer dispute they have with someone else.Had they released the hold and shipped my paid order I would have happily remained a lifelong customer. Instead, they asked me to track down another customer and harass them into settling a dispute that I was entirely unaware of and RM would not provide detailed information on. In years past I split my orders between local shops, Motosport.com and RM, but I had gradually started to shift most of my purchases to RM. That won't be the case, now. Motosport.com and BTOsports.com have never given me problems, and I have never had such an unusual problem with any other retailer.

  

  Business response

  01/31/2024

  We received the order the chargeback was on and it was ordered on our website claiming the wrong address was entered. We have canceled your recent order and your card has been refunded and we are in the processing of deleting your account as requested. We apologize for any inconvenience this may have caused you.

  Customer response

  02/01/2024

   
  Complaint: 21225847
  
  I am rejecting this response because:

  You still have not addressed the fact that the previous order was not made by me. I called in having no knowledge of this order and was told someone else that shared the last name and billing address had placed an order and it was my responsibility to track that person down and request that they pay you. A manager then suggested that I had made the charge myself under a different name and credit card, essentially attempting to defraud your company. I did no such thing and find it very unprofessional that a customer service representative would suggest as much. 

  Furthermore, as your representative suggested, I tracked down the other person who made the order and asked if they had made any order with RMATV. He said he had and there was an issue with delivery so he attempted to charge back the credit card. Again, this was a third party and I had no knowledge of this incident. You have separate contact information for that customer and a different name, email address and phone number. Additionally, the dispute of the charge was rejected by **************** who sided with RMATV and remitted the charge on January 2, 2024.  You have in fact been paid for that order # ********, four weeks prior to my recent order. This was specifically an error in your account, an account over which I had no knowledge or control over until your customer service representatives asked me to pay to settle it.

  Ultimately, I have been a customer for 10 years and have spent thousands of dollars at RMATV. You had a separate issue with another customer who attempted to buy a Christmas gift on a separate account. I can't speak for that account or the disagreement you had with that customer. I had no knowledge of this exchange until I called your company and your CSR requested I settle a $106.40 charge for which, as it turns out, you had already been paid by the card issuing company. In an attempt to order tires I was emailed with a demand to pay a charge that had already been paid to you. 

  Had you kept your records current, I would have happily remained a customer. Had your CSRs spotted the settled account and simply released the order, I would have remained a customer. Instead I was asked to pay for another customer's settled charge and told I wouldn't receive orders until it was settled because I was trying to defraud your business. 

  You've handled this very poorly and accused a longstanding customer of attempting to steal from you. Nobody with this last name or mailing address has any outstanding account with you. Please update your records to reflect.

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

  

  Business response

  02/02/2024

  We understand your frustrations with this situation and will be escalating the issue to work on creating better process to ensure this doesn't happen again in the future. We apologize for any blaming of wrong doing or defrauding and understand your frustrations with the matter at hand. 

  Though we work hard to create a seamless processes and procedures that create good experiences for our customers we always have opportunities and it seems this is one of those situations where we could have done better. Again, we have escalated this to upper management in an attempt to find where the issues were so we can fix them going forward. 

  We appreciate your diligence in bringing these issues to us so that we have the opportunity to fix them. Your situation was a unique one however we will be better going forward with situations like yours because of your willingness to bring the problem to light. We apologize for your poor experience and will be issuing a $50 gift card on your account as a thank you and in hopes that you are willing to work with us again. 

  We appreciate your business, thank you!

  Customer response

  02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I understand you have to stay diligent to protect your company from people who try to steal from you, but I recommend giving a second look at  longstanding accounts before flagging certain transactions or blocking fulfillment. Sincere misunderstandings happen and there were several steps in this process at which we could have reached this same resolution. Thank you for taking the time to understand this issue and why it was so irregular from a typical dispute. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a front tusk gladiator axle through one of rocky mountains vendors. Tusk which is owned by rocky mountain offers a 1 year manufacturer warranty. The axle i purchased snapped the inner joint shortly after purchase. I contacted rocky mountain to submit a warranty claim and they refuse to honor it because the axle was not purchased through them. The vendor i purchased it through i cannot get intouch with. I offered to provide receipts but rocky mountain does not want to take those to honor their warranty

  

  Business response

  10/23/2023

  Customer ordered the axle with a dealer of ours but where this is our brand I have contacted the customer through via phone and spoke to him and have gotten him all taken care of. We have issued a call tag to get the axle back that has broke and we have sent this customer a replacement out. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a timing chain tensioner for a 2015 Polaris RZR 900 in September of 2021 costing $135. After I received the timing chain tensioner I installed it per instructions, when I started my engine the crush washer that was provided with the tensioner was leaking engine oil fast. I contacted Rocky mountain ATV pertaining to this problem of the washer not ceiling correctly and all they ask for was a video of it leaking oil. I told them I wasn't going to risk myself ruining my engine based on the problem. Although I replaced it with a OEM one instead, I requested a return/ refund and they refused. I contacted my credit card company " PayPal" and filed a claim. PayPal contacted Rocky mountain ATV in regards to this issue about a refund and they responded with return it will give you a refund and in the process of doing such PayPal requires a photograph of the receipt showing that it was mailed which I do have the date and how much it cost to send it back before the refund was issued. I do have a picture of the receipt showing shipment. Since this issue my name has been red flagged in their system because of that order and until that order is is paid for to them in their eyes they're not going to sell me any more products. I don't know what the point of having technical support is, if they're not going to stand behind they're product.

  

  Business response

  04/14/2023

  Hello, Thank you for your message. We sincerely apologize for the inconvenience this may have caused you. After reviewing the information you've provided, we have removed the hold on your account and you will now be able to access it to place new orders. If you're still interested in purchasing your axles, please let us know and we'd love to assist you with this. Once again, we sincerely apologize for the inconvenience this may have caused you. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered two sets of Edge ***** wheels for two young riders, they do both casual riding and racing, they do come are pre-trued but being experience in truing, they were trued in the shop as well as before the race, that weekend. One of the boys got through the first race good however half way through the second race, some of the spokes came loose and one fell out, making the bike un-usable. Multiple other racers and trainers as well as some staff from our Motorsports shop said it was very unusual. Just yesterday we were looking at getting some new wheels, right on *****'s website on the exact wheel set (we purchased for $772 each set). In big bold black letters DO NOT USE FOR RACING OR HARD COMPETITION plain as day. I called Dubya they were very compassionate and explained. These tires are meant for beginner, backyard riders they would not last very long for regular use, this are not meant for races or aggressive riding. However on Rocky Mountain ATV's website the description for this wheel set has no warning label, all it says "designed for casual rides" these boys do go on casual *************, they ride casually, as well as race. So I called Rocky Mountains customer service, I explained after talking with a manager this is what he told me "For products we do not manufacture we include the minimal description, In the future we recommend you research a product before you purchase" So Rocky Mountain favors omitting warning labels in favor of sales? I would not have ever bought these if I had know the risks to the riders, they could have been seriously injured.Rocky Mountain can't be trusted to include vital details? As the customer I'm expected to call the manufactures for any factual information? The wheels $772x2 plus the race fee and travel expenses, we spent because we were under the impression these wheel sets were suitable for the event. I find it hard to trust this company when they can't take 5 seconds to put "Do not race on these wheels" anywhere.

  

  Business response

  12/01/2022

  Hello, we were able to look this information up and verified that the manufacturer's site does in fact say this. We apologize for the inconvenience this has caused you. If you're interested in a refund we can do this in a few different ways, we can either refund you for the amount of these wheels to your card if you've since purchased replacement wheels or we can give you the same amount toward replacement wheels. As a company we aim to ensure all information for safety for products is available to our customers. This was a mistake and we're in the process of updating this information. If you're interested in a replacement set of wheels or a refund due to you purchasing replacements elsewhere we'd love to assist you in any way we can. Please let us know how you would like to proceed. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a $63.64 credit on my ************* account balance - placed an order for $82.18 using the credit for $63.64 to be applied to this purchase. When I checked my bank account the full $82.18 had been deducted from my account instead of the $18.54 ($82.18-$63.64 credit) . I called RM ATV and talked to customer service to remedy this - they refused. I stated I would simply return the items when returned. I asked to be given the name and mailing address for the President of the company so I could express my dissatisfaction in writing - I was denied this information.

  

  Business response

  08/22/2022

  Hello ****,

  We sincerely apologize for the inconvenience this may have caused you. If you would like to return the items we'd be more than happy to assist you by setting up the return for you. If you would like, we can also issue a refund to your card and apply your credits toward this order. If you're interested in either of these options, please feel free to let us know. 

  Customer response

  08/22/2022

   
  Complaint: 17736192
  
  I am rejecting this response because:  My original resolution ask was for Rocky Mountain ATV to simply credit back to my account the $63.64 (which was in my ************* balance) - which they refused.  Now - I would like the products to be returned at Rocky Mountain ATVs expense with a full refund ($82.18) of the purchase price - and a check sent to me in the amount of $63.64 for the balance of credit remaining in my account.  

  
  Sincerely,
  
  ***********************

  

  Business response

  08/23/2022

  Hello ****,

  Thank you for your message. We're happy to set up the return for these items for you and cover the return shipping. Once the items are received we'd be more than happy to issue you a full refund for them as long as they're in brand new and unused condition. However, we won't be sending you a check for the $63.64 *************. This credit is not an option to be cashed out. This credit is something Rocky Mountain ATV/MC offers you as a courtesy for your business that can only be applied toward your orders that you place through us. If you'd like to set up this return, please let us know and we'd be happy to get this set up and provide you a return shipping label. If you have any questions, please let us know. 

  Customer response

  08/24/2022

   
  Complaint: 17736192
  
  I am rejecting this response because:  I will send the 'unopened' purchase back on my dime.  Rocky Mountain ATV can keep the $63.13 - and trust I will spend 10X that telling everyone I can about this HORRIBLE experience on every platform available.  I will be filing a complaint with the **** Attorney General - I believe this company needs to be investigated for purposely making it so 'difficult' to use the rewards program in an effort to prevent people from using it.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/4/2022 I placed an order for a Highland X2 rackless luggage set. Order number ********. On 7/7 I received a small portion of the setup in a split order without issue. On 7/8 I received what was supposed ro be the balance of the parts. A few days later I opened the second box and found it missing the luggage system base and right side bag. I contacted customer service and let them know what happened. I was told they were handing it off to the warranty department. I contacted them several times over the next few days asking for an update. I was repeatedly told that their warranty ***** was behind and it was first-come first-served. On 7/13 I received an email from Shaelyn B in the warranty department. I provided her with an explanation of the parts that I had, what I believed I was missing, and attached pictures of the items I received. I received no reply email or indication that she understood or misunderstood my problem. I emailed her three more times in the days following and received no response. I contacted customer service several times as well and was assured the warranty department was working on it and were trying to figure out what "resources" they had available to rectify the problem. On 7/20 I received an email from Shaelyn B stating the items had been shipped, as well as a shipping confirmation. I received the package the next day 7/21. When I opened it, they sent me the base, and another left side bag, which I already had. I emailed Shaelyn B again, and again got no response. I contacted customer service again and told them about the latest problem. I gave them a deadline of end of business 7/21 to get the correct parts shipped out. I received a shipping confirmation that night. I contacted customer service today and was assured the package missed the pickup cutoff on 7/21 and that it would be scanned in today 7/22. As of 8:48 pm 7/22, it has not been scanned in. I want my parts.

  

  Business response

  07/25/2022

  Hello *****,

  We sincerely apologize for the inconvenience this may have caused you. After reviewing your order, I was able to find out that we were able to send out a replacement order on Thursday, July 21st with your remaining parts. This order was scanned as delivered by the carrier today (Monday, July 25th). Please let us know if you're still missing your package or items. For the inconvenience, we will be issuing you a $30.00 Rocky Mountain ATV/MC gift certificate. This will be sent via email. It will be on your account, available for your next purchase. If you have any questions or concerns, please feel free to let us know by contacting us at **************. Once again, we sincerely apologize for the inconvenience this may have caused you. 

  Customer response

  07/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  RMATVMC really needs to train and empower their customer service and warranty teams better.  On the retail side, everything has always been silky smooth, but the process to rectify complaints and mistakes is exceedingly clunky and poorly managed.  I did get the correct parts finally, and the gift certificate.  I appreciate it, but I would have rather had the correct parts the first time, and not had to constantly be the squeaky wheel.  I felt like there was no transparency with the process and I was going to be stuck in an endless waiting game if i didn't bother a CSR every day.  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $37 worth of parts from Rocky Mountain ATV. RMATV shipped these parts via FedEx. FedEx illegally (look it up) delivered the parts in my USPS mailbox. USPS driver removed package and returned it to their local annex (as they are instructed to do). FedEx (UPS,Walmart,Amazon) is to pick these packages up daily and return them to the sender. I do not have my package. I contacted FedEx. Since I am not the shipper, they will not talk to me and I am told that the shipper needs to file a claim. RMATV is pointing the finger at USPS as theft. I filed a chargeback with my credit card company. RMATV will no longer sell to me. Poor handling of the situation and willing to lose a customer over $37 because they are unwilling to pursue this.

  

  Business response

  07/19/2022

   Hello, Thank you for your message. We sincerely apologize for the inconvenience this situation may have caused you. However, after reviewing your order we were able to receive confirmation that your order was delivered to the appropriate location that was selected when you placed your order online. Rocky Mountain ATV/MC does not cover lost or stolen packages. Where you've filed a chargeback on this order after the service had been completed and all products were delivered to the appropriate location your account has been flagged and until these parts are either returned to us or the chargeback is paid for your account will be locked. Once again, we sincerely apologize for the inconvenience this has caused you. We've attached the carriers proof of delivery as well as your orders invoice. If you have any questions or concerns, please feel free to reach out to us at ###-###-####. We look forward to hearing from you. 

  Customer response

  07/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Funny, I just put a little pressure on FedEx and they found my package. It was back in their system. They called and personally apologized for the package being incorrectly delivered and apparently the driver is no longer employed with them. Strange that you tell me you got "we're not responsible." They were helpful in getting the package to me. I now have it in my possession. I need to send it back to you and be done with all of this. Your company is unreliable in assistance with issues. Give me an address to send this package back and I can wash my hands of the aggravation. 

  
  Sincerely,***** *******
  

  

  Business response

  07/26/2022

  Hello, Thank you for your message. We are happy to hear the carrier was able to locate your missing items. If you wish to set up a return for these items, please feel free to contact us at ###-###-#### so we may assist you with this as well as confirm some information with you. We look forward to hearing from you. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a seat from them and it came damage. Not from shipping but manufacturer. Have contacted them at least 12 times and I cant get this resolved. They just dont respond. There blaming the manufacturer and wont let me return it to them or get a refund. Im stuck with a ****** that I cant use. Its not to hard to send a return slip or refund me. Im tired of the run around.

  

  Business response

  04/21/2022

  Hello,

  Thank you for your message. I sincerely apologize for the inconvenience this may have caused you. After reviewing this claim, we were able to determine that our ******************* has set up a return and sent an email to the email on file providing a resolution that you can return the damaged seat cover for a refund. This email was sent on April 18th, 2022. If you wish to return this item please feel free to call into our contact center at ************** where we can provide you with our return instructions. We look forward to hearing from you. 

  Customer response

  04/27/2022

   
  Complaint: 17024645
  
  I am rejecting this response because:

  I want a new seat sent to me before I return the old one. I do not trust this company. Im afraid if I send it back Ill never receive another one. Theyll keep the broken seat and my money. Ive had problems before and they never refunded me my money or replaced the part on an order a placed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/27/2022

  Hello, Thank you for your message. We sincerely apologize for the inconvenience this may have caused you. However, what we can do is we can send out a replacement seat cover to you on a scan of your return label. This will show it is in ******* possession. Once we see a scan on the return shipping label we'd be more than happy to send out a replacement order to you. This will be the soonest a replacement can be sent without us receiving your original one back. If you would like to do this, please let us know. 

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Shipment was not received. **************** reps will not resend product , issue a refund or let me talk to a supervisor.

  

  Business response

  02/10/2022

  Hello ***, Thank you for your message. We sincerely apologize for the inconvenience this may have caused you. However, I was able to review the shipping history of your order and it appears it was marked as delivered by ***** yesterday (02/09/2022) at 4:41pm. If you have not received your order we're more than happy to assist you with this. In order to assist you properly we will need to start a Driver Follow-Up claim with the carrier to have them investigate this. This can take 1-3 business days to get a resolution too. However, we're here to assist you in any way we can. If you would like us to move forward to starting this claim we're more than happy too. Please feel free to call into our ************** at ************** where we will be able to assist you or if you'd prefer we can have a supervisor give you a call. Please let us know what you'd prefer to get this claim filed and submitted to the carrier. In order to issue a replacement order or a refund we need to complete this investigation with the carrier to determine the status of this package. We look forward to hearing from you. 

*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. ↩