ComplaintsforTrojan Power Sports, LLC

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand new Max 26 tractor with front end loader, Backhoe and rear tiller. This totaled $35,363.16 We were excited when they delivered it. I started using it right away and quickly discovered multiple issues with the machine. The loader barely lifted 800 pounds. The machines rating is 1600 pounds. The bucket falls 3 to 5 inches a minute. The backhoe is also under powered and has trouble scooping into the ground. The cruise control does not work. The rear differential lock does not work. I called back to Trojan and they asked me if I could bring it back. I put it on my trailer and drove it back. Didn't hear anything the next day. I had to call and get an update. I was told the line pressure was very low and they needed to send a hydraulic fluid sample to ******** before they could do anything to the machine. They told me they were swapping the fluid and filter and that should make it better. Then they delivered it back to my house. The lift capacity was less than it was when I originally got it. Within an hour of trying to use the machine, the power steering completely failed. I called Trojan sports back and told them I had all the existing problems and a new problem. They told me to bring it back as soon as I could. The tractor sat there Saturday, Sunday and Monday. I didn't hear anything back from them so I had to call Trojan's Motorsports back again. Service said they can only do one repair at a time. I asked,since there are multiple major failures with the machine, who do I talk to about getting a different machine since this one is an apparent lemon and or a loaner machine. Every time I call Trojan to speak to the rep (****) that sold it to me or the general manager (*****). They asked my name, then tell me they are busy. They tell me they will call back and never do.When I ask about getting a different tractor, because this tractor has so many problems they can't seem to fix. They ignore me and stopped answering my calls.

  Business response

  06/22/2023

  The person filing this complaint is not the actual owner of the tractor mentioned. After a thorough diagnosis of the tractor and consultation with the manufacturer, it was determined that the operator of this tractor was exceeding the working limits/capacities of the unit resulting in mechanical failures. Tractors are made in many sizes and capacities, and we learned from customer feedback regarding the issues with this unit that the customer was far exceeding the working limits of this particular model. We were in contact with the customer several times a day, while we awaited feedback and warranty/goodwill approval from the manufacturer to save the customer out-of-pocket expense. We also took parts that were on backorder from the manufacturer off a new tractor to expedite the repair process. Despite this, the tractor was repaired in a timely manner at no cost to the customer. The unit was washed and delivered to the customer's home by our dealership at no charge. The owner of dealership personally delivered the unit to the customer's home and verified with the customer the tractor was operating properly. There were dozens of calls with the customer within this short period of repair which can be provided as well. 

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