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Dealer Service Nightmare (Read 3293 times)
Apollo
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Dealer Service Nightmare
04/02/11 at 22:39:16
 
So, I have been reluctant to share my dealer service nightmare. But after stewing over it for a while, I decided that I don't want any of my forum friends to have to endure a similar experience.

To make a long story shorter...a little while back, I taught one of my machines to "roll over". I wasn't going fast (barely moving in fact), and I wasn't hurt (luckly). My machine rolled sideways a 1/2 turn and ended wheels up (oops) we flipped it over and rode it out. The light pod was crushed and handle bars were bent, the front cargo box was broken and the front fender cracked (etc, etc). Upon my arrival home, I called the insurance company to file a claim (yay) and they invited me to take it to the repair facility of my choice.

A friend (we'll use that term loosely for now) suggested that I try Mountain Extreme Powersports in Lindon (they will be refered to as "Extreme Disaster Powersports" going forward). I trailerd my machine down, explained (to the owner) that I had an insurance claim and needed the machine repaied. I also explained that I wanted to know what damage the insurance company would not pay for, so I could have the option to pay to repair that damage out of pocket. The Insurance adjuster went and inspected the damage and the owner of the dealership called me to inform me of the outcome. The first words from the owner were "luckily the frame's ok, and the steering post's not bent" The insurance company would cover all damage (yay) except the replacement of the rear fenders (since the were only scuffed up, and not cracked). I decided that I would pay for the new rear fenders out of pocket (after all, they were scuffed Wink).

I told the owner of "Extreme Disaster Powersports", to go ahead with the repairs and if they found anything else damaged to let me know. He (the owner) told me to give him a week/week and 1/2 and they would have me "back on the trail". After waiting 3 weeks (not a big deal...at the time) I got my baby back, all shiny and new (looking). He (the owner) rode it on my trailer, I looked it over and strapped it down. I went inside and paid my bill...and off I went. I got home and unloaded it in my garage, it sat for several weeks until I had the opportunity to ride.

Once on the trail, I noticed that the light pod would rub on the gas cap when the handelbars were turned all the way in either direction. A short time later, a friend riding with me noticed smoke coming from the exhaust of my machine. Upon inspection we discoverd that the new rear fenders did not have the heat reflecting decals (heatshield), but instead a "wad" of reflective tape (used in H.V.A.C. duct work). the "wad" of tape had come off the fender and fallen onto the exhaust and was smoking (not to mention the "new" plastic fender was starting to melt...nice!). So we let it cool down and headed back to the truck. About half way to the truck (give or take) the small plastic cover under the light pod fell off (nice!). I picked it up and discovered that it was the orignal cover that was damaged in the roll over (one of the tabs was broken off...tab A fits into slot B and keeps the cover on...so to speak). When I got home, I pulled the light pod apart to see why it was rubbing. The bracket that holds the light pod to the handelbars was mangled and had been straightened out (well sorta) with pliers.

So, I called "Extreme Disaster Powersports" and spoke with the owner. I advised him that the light pod was rubbing the gas cap (and the bracket had not been replaced), the cover under the light pod was the orignal, and it was broken, and had not been replaced (although it was listed as a line item on my invoice $44.00). And finally that the "wad" of tape they used as a heat shield had failed. The owner advised me to bring the machine back down and he will make sure that "his guys" re tape the "new" rear fender, straighten out the light pod bracket so it won't rub, and that the new cover that goes under the light pod must be in his shop (somewhere) because it was ordered. I ask him why they did not replace the bracket that attaches the light pod? He informed me that the insurance company would not replace it because it was not "structural" and that they can just "bend it back in shape" (obvously not). I ask why they used tape instead of a factory heat shield decal. He (the owner) said "Polaris does not ship replacement fenders with a heat shield on it, they put the heat shield on the new machines at the factory and do NOT sell them as a replacement part" (good lord...really?). The owner told me to bring the machine back down to him and he'll have it back to me in a "week" (sound familiar?).

At this point, I'm pretty much disgusted. I told the owner that I can "bend" the light pod bracket myself and that I'm sure Lowes or Home Depot have some tape I can buy and "wad" up. I told him (the owner) that I don't want to be without my machine for another "week" and I would just come down and get the new cover that goes under the light pod. So the next Saturday I drove from Salt Lake to Lindon to pick up the cover. No one's there! The place is closed! According the the hours listed on their recorded phone message they should be open (nice!). So I left a voicemail for the owner that I had dropped by during busined hours to pick up my cover, but they were closed. I called again late Monday afternoon (after not hearing back from "Extreme Disaster Powersports") to find out when they might actually be open so I can come get my part. He (the owner) informed me that "his guys" like to ride on Saturdays, so some times they close the dealership (WTF? I mean I get it, I like to ride on Saturdays too...but to close up with no notice to customers?) I ask if they would be there next Saturday so I can come get my part (they are only open until 6:00 PM, so I had to go on a Saturday)..."sure" the owner said..."someone will be here". So come Saturday, I drive back down. NO ONE'S THERE! (again!). @#!%&* Smiley This time I kinda have to blame myself a little...I should have called first (even though the OWNER said they would be open). So I called him (the owner)again on Monday and informed him that I had driven down (again) and they were not open. He (the owner) told me that "Saturday was slow, so I left early" (no comment). I ask him if he could please ship the cover to me? He agreed to ship it at his cost since he had inconvenienced me (do ya think? And the story's only gets better).

I logged on to Polaris' website and got part #'s for the light pod bracket and the factory heatsheild (you remeber, the one that doesn't exist as a replacement part). I called Tri-City Polaris with my part #'s. They had the light pod bracket in stock ($12.00), and orderd the heat shield ($20.00)...(you remember, the one that does not exist as a replacement part). Once I got the new light pod bracket installed, the problem was FAR worse. I did not have to turn the handlebars for the light pod to rub the gas cap) So I started tearing into the stearing colum and voila...the steering post is bent, and not just a little! (you'll remeber from the begining of my story where the owner of "Extreme Disaster Powersports" said "luckly the frames ok, and the steering post's not bent") Lips Sealed So back onto Polaris' webite, and once again armed with part #'s I call Tri-City. They have a steering post in stock ($150.00 includes new bushing, bearing etc)...and they ARE open on Saturday.

I got the steering post replaced, and the light pod does not rub the gas cap any more (weird, I know). And I got the new heatshield (you remember, the one that does not exist as a replacement part) put on. Luckly only a very small area of my "new" rear fender was melted, and it's not noticeable. As for the cover that goes under the light pod...I'm still waiting for him (the owner of "Extreme Disaster Powersports") to ship it.! Heck, it's only been 2 years now...I'm sure I just need to be patient Rolling on floor laughing

I'm sure someone, somewhere has had a good less bad experience than I did. This has mearely been MY experience. $226.00 is what this cost ME (less fuel for 2 trips to Lindon and 2 trips to Centerville). I think it's going to cost THEM much, much more. Word of mouth, be it positive OR negative can cost a business. Thank you for reading.

Here are few photo's of the "non bent" steering post, the "wad" of tape, and the new heat shield (you remember, the one that...oh nevermind).
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Apollo
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Re: Dealer Service Nightmare
Reply #1 - 04/02/11 at 22:49:23
 
It's NOT bent!
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mcgeed
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Re: Dealer Service Nightmare
Reply #2 - 04/02/11 at 22:51:04
 
Hey that's a great story!

But I was sure looking forward, there at the end, to seeing those parts, you the "wad" of heat tape and the steering post that wasn't bent??


Any, thanks for the heads-up on where NOT to take a machine for repair.


Doug
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quadforce
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Re: Dealer Service Nightmare
Reply #3 - 04/03/11 at 08:26:51
 
I'm really sorry that you had problems , but I have to tell you , if you hadn't had the problem then it wouldn't have made such a great story .  Grin

As far as the HVAC tape that was used , I use it almost everyday  for work . I suppose you can guess what I do .....

We call it aluminum  tape and it pretty much sticks to everything . I use it for the same thing that they did , the last time on the BF I just got and it is working fine . I just get tired of having to wait when I order parts  and it is basically the same thing . My guess is that they didn't clean the plastic first . Maybe it needed an extreme cleaning ??

Bottom line to me is that it sounds like these guys need to decide if they want to be in business or not . If this is how it usually goes with them I think that the public will decide for them .
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Apollo
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Re: Dealer Service Nightmare
Reply #4 - 04/03/11 at 09:04:14
 
Thanks mcgeed, and I have sent an IM to the FA for help getting my pictures loaded (I'm doing something wrong, and getting an error). Because after all, without pictures...it diddn't happen  Smiley

And QF, I do believe that when properly applied, the aluminum tape would work great! However it was NOT properly applied. AND, I was told that a factory heat shield could NOT be ordered...it was just a half a$$ job.

But there was some good that did come from all this (I just couldn't admit that in my rant ya know). I did learn A LOT about my machines. I learned thay they are not really that complicated to work on. So let's sum this up.

Parts: (less fuel costs)...$226.00
Learning that I CAN do my own maintenance:...PRICELESS!

And I fully agree that the public will decide for them!

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Apollo
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Re: Dealer Service Nightmare
Reply #5 - 04/03/11 at 14:17:53
 
It's NOT bent!
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Apollo
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Re: Dealer Service Nightmare
Reply #6 - 04/03/11 at 14:18:34
 
It's NOT bent!
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Apollo
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Re: Dealer Service Nightmare
Reply #7 - 04/03/11 at 14:19:20
 
Their way...
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Apollo
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Re: Dealer Service Nightmare
Reply #8 - 04/03/11 at 14:19:58
 
Their way...
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Apollo
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Re: Dealer Service Nightmare
Reply #9 - 04/03/11 at 14:20:44
 
My way...
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Apollo
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Re: Dealer Service Nightmare
Reply #10 - 04/03/11 at 14:21:44
 
My way...
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Apollo
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Re: Dealer Service Nightmare
Reply #11 - 04/03/11 at 16:06:51
 
It's not as bad as it looks
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Apollo
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Re: Dealer Service Nightmare
Reply #12 - 04/03/11 at 16:07:49
 
It's not as bad as it looks.
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Re: Dealer Service Nightmare
Reply #13 - 04/03/11 at 17:57:16
 
Yep , Nashua is a brand of tape that we sometimes use . I can't for the life of me understand how someone could not get it to stick . help me

Yeah , it doesn't look that bad . Just have it ready to go in a week or two . Wink
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Re: Dealer Service Nightmare
Reply #14 - 04/03/11 at 19:34:39
 
Sorry for your troubles Apollo but thanks for the heads up about a bad or shoddy repair shop that can avoided.  I'm sure everyone really appreciates it.   Wink
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Re: Dealer Service Nightmare
Reply #15 - 04/04/11 at 02:22:52
 
You do good work.

Send them a bill for your time and materials. I mean, what your time is worth, not theirs.

Send a copy to the Better Business Bureau.

Unfortunately, neither of these is likely to accomplish much.

Also, you should mention that the promptness in which they produce results pales in comparison to the speed at which bad news travels.

Lastly, you have your ride up and running and are back on the trail.

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Re: Dealer Service Nightmare
Reply #16 - 04/04/11 at 15:15:21
 
You might find out from your insurance co. what they paid for exactly.
If the shop was paid to do something by the insurace co. and they didn't do it- and pocketing the differance- well, thats insurace fraud in my neck of the woods....
Not saying that's what happened here of course...
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Reply #17 - 04/30/13 at 14:17:02
 
This is an old thread, but you might be interested to know that this dealership is no longer in business!  They shut the doors permanently last summer or fall.  Their inventory was bought up by the new Can Am dealer in Springville.  Haven't heard anything good or bad about them yet.
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Re: Dealer Service Nightmare
Reply #18 - 04/30/13 at 22:04:22
 
*gasp* I'm shocked! Eh, okay I'm really not...I'm sure they self imploded!

Karma?
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Re: Dealer Service Nightmare
Reply #19 - 05/01/13 at 07:23:06
 
The new CanAm dealership in Springville(Utah Valley Powersports) is awesome!! They are the ones that used to be in Provo on 3rd south and State. That's where I take my machine in for service.
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Re: Dealer Service Nightmare
Reply #20 - 05/01/13 at 10:54:00
 
Craig Bennett wrote on 05/01/13 at 07:23:06:
The new CanAm dealership in Springville(Utah Valley Powersports) is awesome!! They are the ones that used to be in Provo on 3rd south and State. That's where I take my machine in for service.

Is the owner Devin Worthen?
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Re: Dealer Service Nightmare
Reply #21 - 05/01/13 at 10:58:32
 
Yes it is, great guy!

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