XXX-MotorSports Warranty ripoff, Warranty covers manufacturer defects unless defects are major. Customer service fails to provide service to inquiries. Rancho Cucamonga California
XXX-Motorsports.com sells junk Chinese manufactured ATV's. There Warrenty Policy is written from a Company perspective, rather than a perspective to protect the consumer. I paid $950 for a youth ATV that broke within the thirty-day warrenty period. The actual part of the ATV's frame (motor-mount)had snapped in half, tourqing the engine, throwing the chain assembly which then broke the engine casing. The parts list included with the ATV breaks down the defective parts to the smallest component being the entire engine and the entire frame. According to the return policy, once the vehicle has been fueled, only parts damaged due to manufacturers defects may be returned.
I contacted customer service and they referred me to their Warrenty Policy. When I requested clarification of their policy in regards to returning the frame assembly and entire engine, I was asked to submit pictures. I emailed pictures and never received a response. I followed up with the individual that requested the photos in addition to following up with customer service. Both the individual and customer service refuse to continue any dialogue with me concerning this issue.
I proceeded to try and contact them by phone, not a toll free number, and received a number of recorded prompts that did not allow for me to speak with an actual human being.
In summary, I paid close to $1000 for an ATV that is supposedly covered by a Warranty. After my ten-year-old rode the ATV, only three times, a manufacturers defect had rendered the vehicle inoperable. Customer service refuses to continue dialogue with me in regards to the complaint and shows no interest in complying with their promises that are covered under their published warrenty guidlines. Now I have personally accepted the responsibility of making every attempt to notify any potential consumers that xxx-motorsports.com does not value their customers and that their products are sub-standard at best.
XXX-Motorsports.com does not honor customer service or practice ethical behavior while dealing with consumer complaints.
Don't purchase products through xxx-motorsports.com or you will be sorry!
James
Fredericksburg, Virginia
U.S.A.
5 Updates & Rebuttals
James
Fredericksburg,Virginia,
U.S.A.
Re: YOU COULD HAVE FROM SQUARE ONE
#6Author of original report
Wed, November 22, 2006
You are absolutely correct... And I hope that all who read this posting learns from my mistake. Personally, I own a Bombardier DS650 and it is by far the best equipped off road vehicle that I had ever purchased. The ATV is now manufactured by CanAm. These vehicles are awsome. The Chinese piece of junk that I bought, was bought for my ten year old son. I didn't want to spend a lot of money on an ATV that I wasn't sure that he would really take-to. Not to mention out-grow quickly, as far as performance goes. I did however expect the ATV to last longer than three rides on some considerablly flat land. But "all-in-all, you are correct in saying that you get what you pay for. I feel that I was a little short changed, but that is exactly what I get! Consumers, don't be cheap like I was. Buy quality.
John
Califon,New Jersey,
U.S.A.
You could have from square one
#6Consumer Comment
Tue, November 21, 2006
"Next time, i'll be buying Honda, Yamaha, Kawasaki or CanAm"
I'm sure there are plenty of proven Japanese product dealers around Va. Plus, had you bought from a dealer, they could also have helped you with Warranty/manufacturer issues.
But you didn't want to spend the money. You wanted cheap and unproven-you got it.
The Chinese are feverishly trying to get into the power equipment industry. Unfortunately, people do not do their research and buy according to price. This can never end good for anyone.
James
Fredericksburg,Virginia,
U.S.A.
XXX-Motorsports Customer Service and Warrenty Policy
#6Author of original report
Tue, November 21, 2006
I have pasted my final dealings with xxx-motorsports. All names have been removed to protect the innocent. Consumers, you make the call.... Next time, i'll be buying Honda, Yamaha, Kawasaki or CanAm. Good Luck...
Customer Service Manager Quote:
"Mr. Kollhopp:
After several days of trying for you, I was not able to get a hold of the frame to give you under warranty. I really do apologize about this. The warranty on this particular vehicle states that it covers parts only and is on a parts-exchange basis. The warranty also states that it does not cover misuse or broken parts caused by the user. I am not saying that you did misuse or break the vehicle. However, this is the manufacturer's warranty and they must go by this. Again, I do apologize. The Distributor's Office (Texas Branch) currently has this frame in stock. They will charge us $100 for the frame. We can give it to you for the same cost that we will get it for. If you would like to purchase it, just please let me know and I will send you an invoice. We would still be happy to send you the correct parts (engine cover and chain guard) if you would be willing to send the wrong parts back to us. Unfortunately, I will not be able to send you any parts free of charge unless you take your bad remarks about our company off the Rip-Off Report website. I will be responding to your complaint today, to let everyone know what we did for you. If you decide that you would like the parts free of charge, just let me know when you have taken your remarks off that website and we will be sure to send you the correct parts".
Consumers, you make your own judgement call.....
Ashley
Rancho Cucamonga,California,
U.S.A.
XXX-Motorsports.Com, Top Online Dealer with Certification, Providing Best Customer Service in the Chinese Industry
#6UPDATE Employee
Thu, October 26, 2006
The consumer purchased the product on July 21, 2006. Our company learned of the broken frame on August 22, 2006. Our company received pictures of the frame on August 29, 2006. When we forwarded these pictures to the Distributor's Office, we learned that the frame was not in stock.
However, we did send our customer a Chain, Chain Guard, and Engine Cover on September 5, 2006, as requested.
When our company read this Rip-Off Report about a week ago, we were stunned. After working with the consumer, we have learned that the parts we sent were the wrong ones. So, we sent our customer the correct replacement parts on October 23, 2006.
I, personally, have been working on this matter day in and day out for this customer trying to get something resolved. The end result is that the Manufacturer refuses to cover this frame under warranty because this is not a usual warranty item. The warranty on this vehicle covers parts and is on a parts exchange basis. The warranty on this vehicle does not cover "misuse, wear and tear, or broken parts caused by the user". Not that we are saying that this item was misused or broken by the user, but this is what the warranty states.
The warranty is also now expired. We have been offered a cost of $100 for this frame. We agreed to give our customer this cost if he would like to purchase it. As I have told the consumer, we really do apologize about the inconvenience of the broken frame, but just could not cover it because of the details of the warranty.
XXX-Motorsports.Com is really not like all of the online companies trying to "screw everyone". XXX-Motorsports.Com is a Licensed and Bonded Dealer, a member of the Better Business Bureau, and is also Licensed with the Department of Motor Vehicles (to ensure that you can register your vehicle without any hassles). We have a huge selection of vehicles to choose from, and offer the best prices. I would really say that we have one of the best Customer Service Teams in the Chinese Industry today. We do not just take your money and run. We make sure you are satisfied, by offering a 7-day Money Back Guarantee (also something that most dealers don't offer).
Our company really did try the best that we could to do everything that this customer asked for. We do apologize to our customer that he was not satisfied when he submitted this report. But after working with him, I think he is a lot happier with our company, as our other customers are.
James
Fredericksburg,Virginia,
U.S.A.
XXX-MotorSports Warrenty and Customer Service
#6Author of original report
Fri, September 29, 2006
This is an update for the original Ripoff Report. A couple of days after filing my report, I had received an email from xxx-motorsports customer service indicating that they were sorry for not getting back with me sooner, but they had forwarded my pictures to the manufacturer and they were waiting for their response. Time continued to elapse whith no follow up. Then one day I received a notice in my email with shipping and tracking information. The email was received from an unknown source (not XXX-motorsports). When the package arrived I was pleased to see that it was repair parts. I had received a chain, a chain guard and an engine housing cover. I was delighted. I checked everything out and realized that they sent the wrong engine housing cover. I was very specific as to witch cover I needed. So over a month has past and the ATV is still inoperable. What a frustrating situation this has been. Looking back on things, I wish I would have spent a little more money and bought a better quality product from a business that values their customers. The two primary defects (broken engine mount and cracked engine cover) are still unresolved. I am currently in the process of purchasing a $250, MIG Welding Unit and I am going to attempt to repair the defects oon my own. My suggestion is that if you plan to purchase XXX-MotorSports products, be prepared to purchase a welder. If you need a component replaced, ask for the opposite of what you want and your chances of getting what you actually need will be better. One month after I placed my inquiry, XXX-MotorSports finally performed a follow up with me. They left a message on my phone indicating that they found my report on RipoffReport.com and they would like to know what the status of my satisfaction was, or something to that extent. I guess the current status is that I still feel that XXX-MotorSports has sub-standard customer service and I am going to spend time and money trying to resolve the issues on my own. If anyone is looking at purchasing one of these no-name brand, Chinese-made ATV's; I would highly recommend reconsidering and to purchase an ATV from a reputable dealership where you can receive the service that consumers deserve.