ComplaintsforGlenrock Motorsports

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Mahindra 2655 tractor broke down in January during a snow storm. The dealer said weather was to bad for him to pick it up, yet I was able to deliver it after I BOUGHT a trailer. The dealer did not have the proper diagnostic tools to work on the tractor he sells. I had to wait for them to order to proper equipment. It took nearly three months for them to even guess at what was wrong. Well they guessed wrong and the part they ordered did not fix the problem. So then they started guessing it might have something to do with the hydrostatic pump. After waiting for a couple of months for a backordered part; it finally came in but was damaged. So they reordered the part again. I was told it would be in by the first week in June. It is now June (6 months) and they have no idea when the replacement part should be in. I asked for a replacement tractor or a loaner and the dealer said he had none, The dealer told me to contact Mahindra. I contacted Mahindra customer service and was redirected to the dealer. Today the dealer said no one from Mahindra has responded to any of his emails. When I asked why he wasn't calling people, he said no one answers the calls. The dealer seemed dumbfounded when I suggested it was time to go up Mahindra's chain until he found some one who could help. In fact his response after holding my tractor for six months, was that my tractor was taking up space in his shop and then he hung up. A dealer that offers no support for six months- is not a true dealer. I incurred nearly $10,000 in costs this winter because I did not have a tractor. I had to buy a trailer to get the tractor to the dealers, I had road damage because of not removing snow off of it in a timely manner, and hiring a frontend loader five times to remove snow. Now that warmer weather is here the Mahindra is not available for me to mow fire breaks around my 25 acres. no is ti available to fix the damaged road. The tractor is still under warranty.

  Business response

  06/20/2023

  Within the first 7 days of having the tractor and after following Mahindra's procedures their tech support told us to replace the pressure regulator because the pressure on the tractor was not high enough.  We knew this wouldn't fix the issue but Mahindra wouldn't let us go any further until this was done because this is a warranty issue.  We continued to work with Mahindra to finally diagnose that the hydrostat pump was the issue.  The part was on backorder but arrived at out shop in about 4 weeks.   The part arrived damaged because it was not packaged properly at the Mahindra warehouse.  We ordered the part again letting everyone at Mahindra know what had happened.  The part was again on backorder and we were given a date of sometime in June for the part to be available.  We kept on top of this with Mahindra and just the other day were notified that now the part would not be available until sometime in July.  We have absolutely no control over this.  Mr. Kearney has been kept updated on all of this.  We do understand his frustration but he has been completely unreasonable throughout this entire ordeal.  Mr. Kearney called again last week and was berating the owner of the shop over this situation; a situation we have no control over with respect to the part being on backorder.  The owner of the shop told Mr. Kearney to have a nice day and that he would call him when we had another update.  At that point the owner of the shop ended the call.  He did not hang up on Mr. Kearney while he was talking.

  Customer response

  07/06/2023

  from: John Kearney <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Jul 5, 2023, 4:40 PM
  subject: Re: BBB Complaint ID 20202830
  
  Mr. Anderson, thank you for sending this.  I do not accept the dealer's response.  The dealership is acting as though they have no responsibility and it is Mahindra's fault for not supplying the part.  Under Wyoming dealership licensing law, the franchise owner is an agent of the manuacturer.  The dealer is responsible for the warranty work and the manufacturer is responsible for reimbursing the dealer for costs.  I understand the issue with a back ordered part, but the dealer is not willing to seek alternatives. I have called several dealers around the country and discovered that the Mahindra 2655 is still in production, which means that the backordered part is very much available.  The dealer and the Manufacturer should be able to pull the part off of the production line.  At the very least the dealer could order a new tractor and either switch out the part or replace the entire tractor.  The dealer is unwilling to work with me and instead I am on my seventh (7) month without a needed tractor.  In fact I am losing any opportunity to sell the tractor during the summer months when sales of used tractors are at there highest.  Since this is a warranty issue and I have not had a needed tractor for over a half year, I believe the Wyoming Lemon law would apply, which would require an exchange for a new tractor.  In addition I do not believe that the dealer is aware of his liability, if we have a fire on the property; since I do not have my Mahindra to mow the brush for my yearly fire breaks.  I tried to go the BBB route rather than the legal route and just get my tractor fixed or replaced.  But it looks like a law suit is going to be my only recourse.  Of course monetarily this will be a hardship for me because I used my finances to pay off the tractor early. All I want is my tractor or a new tractor; yet if I do have to sue I will recover for all the other expenses.
  
  John J Kearney

  Business response

  07/13/2023

  At this point it seems that nothing is going to satisfy this customer.  Again, we have no control over parts being on backorder and ordering a tractor to "steal" parts from is not something that Mahindra would allow us to do.  We are at Mahindra's mercy with this whole situation and have to abide by their warranty guidelines.  It's a very unfortunate situation and we feel bad that we are stuck where we are.

  Customer response

  07/13/2023

  Complaint: 20202830
  
  I am rejecting this response because:
  The dealer feels no responsibility for my situation.  One does not go through the expense of a tractor for fun.  A tractor is not a toy.  I own 25 acres and bought a tractor because I need one.  The last 7 months has put me in an extreme hardship.  It is totally unprofessional for the dealer to provide no resolution for having my tractor in their possession.   I provided possible alternative actions.  The dealer has provided no possible solutions.  Glenrock motors is a dealer.  At the very least they can replace the tractor.  That still will not compensate me $5000 for the purchase of a trailer, $6000 for road clearing, $2000 for fire break clearing, and $475 spent with the attorney. Either they provide a "new" tractor within the next two weeks or I will seek restitution for $30000 for the tractor, $13475 for failing to honor the warranty with a replacement and the expenses that ensued.  And all attorney's fees.
  Regards,
  
  John Kearney

*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. ↩