ComplaintsforASK Powersports

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In spring (April) of 2022, we bought our kids the ssr 170 sxs for $6500 from Lancaster Ohio, Ask powersports. The first day we got it home it broke down after an hour of the kids riding it. It went into the shop for a week. We got it back and another hour of riding it, it broke down and went back to the shop. I believe 2 weeks at this point. We got it back again and maybe 2 hours of riding it broke down again. We’ve been charged for some of these repairs like the carburetor replacement bc “that isn’t covered by the warranty” as we were told. Yet, it still breaks down so we were charged for something that didn’t even fix it. It’s been back and forth to the shop so many times and I’m so tired of being charged and hauling the brand new broken machine back and forth just for the kids to be able to ride it for an hour or two. When it does break down now, I leave it sit for a couple weeks bc it’s just not worth it again and again. We eventually stopped taking it back to Lancaster Ask bc they don’t know how to fix it. We ended up taking it to Ask in Columbus. They had it a couple weeks, we paid a couple hundred to have it fixed. We got it home and it ran good-ish for about five hours of ride time. It broke down 2 weeks ago and I’ve let it sit bc again I’m tired of the back and forth. I don’t think it’s good business that the customer has to take on this much trouble with a brand new machine so I’d like them to make it right. Also I’ve heard from one of the employees at ask, that at least for that time, they stopped selling the ssr 170 bc of all the troubles with the others too. Columbus store had 5 ssr 170s in the shop at the time mine was in there. Not sure of the problems with the others but It makes me think that brand is defective. I’d love for Ask to make this right. On a positive note, we bought a teryx at the same time for me and my wife. It runs fantastic. I’ll give credit where it’s due. We want to buy our son a dirt bike but we can’t buy it from Ask bc of this.

  Business response

  08/31/2023

   We have worked with this customer on 4 occasions 2 of which were maintenance, the other 2 times were to repair damage from adults riding a youth machine, which were done at no charge to the customer.\

  We are sorry for any discontent.  We would be happy to offer a fair trade in value of the SSR YOUTH UTV towards the youth dirt bike desired by the customer. Polaris does not offer a dirt bike but we do offer most manufacturers that do.

   

   

  Customer response

  08/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20525319
  
  I am rejecting this response because: Unfortunately whomever is speaking on behalf of Ask is lying or misinformed. Please see my text screen shots of times it’s been broken down. Pay attention to the dates. I have a lot more screen shots but apparently I can only post 5?! Additionally, I have the receipt of carburetor replacement ordered 9/6/22 and installed shortly after. Carb replacement isn’t “normal maintenance” so that’s a lie from Ask. Also no adults ride the kids sxs other than to tow it back to garage or the one time I videoed myself driving it while recording it to show the Ask manager how it was acting up as soon as we got it back from them “fixing it once again”. (Btw, this is the first time we’ve heard anything about being repaired because “adults have driven it” please explain the repairs that you have done because “adults have written it”, also please keep in mind that adults don’t need to ride the kids side-by-side because on the exact same day, we purchased an adult side-by-side, so again another lie. I still have the text proof of the video and that it went to the store manage of myself driving the machine just to show the manager what it was doing by acting up. Please notice May 22 screen shot where I informed them we needed all paperwork bc it just broke down 20 minutes into the kids riding it from just getting it back.  We never did get all the paperwork we requested. For what it’s worth we order a blue machine, it’s on the paperwork to prove it, but they ordered us a red one. Just to give you an idea of the lack of customer service from the beginning. Obviously we accepted the red machine because how can we tell our kids no when the red ones right there ready to go or they’ll have to wait a little while longer for the blue one. I am appalled by your response, therefore We cannot except your offer of trade-in value because we feel that’s another way for you to take advantage of us. The proof I have provided, and the much more proof I have, should be enough for you guys to do good business and make it right with a customer. 

  
  Regards,
  
  ***** *****

  Customer response

  09/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20525319
  
  I am rejecting this response because: 

  We are absolutely not in agreement with each other. 
  

  Please explain to me how adults damaged the kids side by side as you previously stated. 
  

  Also, you lied about not being in the shop for other than “regular maintenance” and adult damage but I have a receipt for a carburetor needing to be replaced that isn’t “regular maintenance” and furthermore that didn’t fix the problem but we were charged for it. 
  Why did you lie about this?(Please keep in mind I have proof you lied)

  Finally, how are you ok with a customer buying something from your company that literally breaks down the first day of purchasing? Only then to break down again first day coming out of your shop? And then yet again? 
  At what point do you take responsibility for the defective machine you sold us?

  
  
  Regards,
  
  ***** *****

  Customer response

  09/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20525319, and find Mediation is necessary. Per phone conversation consumer would like to mediate.

  Regards,

  ***** *****

  Business response

  09/06/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 20525319.

  Regards,

  ***** *****

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So I had bought a brand new 2022 kawasaki dirtbike from the grove city location and I should have know from the day I bought it things weren't going to go well. The worker came out and said we can't get this piece of sh*t started. I paid $4500 cash for this dirt bike. I have to kick it so many times to try to get it started the first time that it floods it and starts leaking fuel out of the bottom line. I was told to just take this bolt out and drain it and try again, I was told to try to bump start it, or that I just dont know what im doing even though I've had fourwheelers and dirt bikes all my life. I have taken it back 3 times to get fixed and was told just keep bringing it back we will eventually get it right. At this point I want my money back because its a complete waste of $4500 since I haven't got to ride it at all. The last time I called the owner sandy was rude enough to ignore me on the phone and start talking to someone else in the back ground and then proceeded to not talk for over 2 minutes and I got so mad I hung up. I dont want it "fixed" any more I was sold a lemon and I want a return and ill gladly drive the dirtbike back up for a fourth time.

  Business response

  12/15/2021

   On 10-09-2021 the customer purchased a 2022 Kawasaki competition race bike.
  As this is a competition machine the manufacturer does not offer a warranty.
  As a titled motor vehicle there is not a return option.
  customer stated at time of purchase they had years of experience.
  As a two stroke race bike there is a required knowledge of use which the customer stated they had.
  In good graces we have shown the customer how to start the bike on all three occasions and advised extra spark plugs until they become consistent with starting procedures.
  We are more than willing to review starting process of the bike again with customer if they are still having issues.

  Customer response

  12/16/2021

  I agree they have showed me how to start the bike and it had taken them just as long to try to get it started every time and that isn't the only problem. It should not pour fuel when you try to start it. That has nothing to do with knowledge of starting the bike, that is common sense and when im told to just take the carb apart "real fast" and drain he fuel and restart the process, they know there is an issue as well. If they say there isn't an issue, take the bike back and sell it as brand new because the only time its been rode is when they have it at their shop. I know how to kick a bike to start it and there is nothing normal about starting this bike.

  Business response

  12/20/2021

   Original complaint did not mention leaking fuel,

   We would be happy to have one of our Certified technicians reset the carburetor, we ask the the bike be brought to our **** **** ******** *** location and we will go through and reset everything back to factory specs at no cost.

   If scheduled ahead we should be able to have it done while you wait or at least in a couple of hours to help reduce transportation.

  Customer response

  12/21/2021

  Well all three times I've taken it back to the grove city location it has had a fuel leaking problem every time I try to start it. 8 kicks in and I have fuel coming out of the line and the carb has been drained, adjusted and everything else. But we can try to have different people look at it and go from there.

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