ComplaintsforOz Power Sports

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged our Polaris General in April of 2021. Filed an insurance claim on it and was given $3,891.02 from the insurance company on July 20th, 2021 to fix the Polaris General. That did not include labor. Insurance company recommended to go through OZ Power Sports because ******** ******* was too expensive and they wouldn't allow me to go through them. Wrote the check to OZ Power-sports owned by **** ******** on July 21st, 2021 because he said he needed the money up front and that it could take 7 months to get parts in. He also wanted me to leave the Polaris General in his possession until the parts came in and since it was going to be 7 months I told him no I use it and I want to keep it at home and bring it back when the parts come in. The insurance agent and claims adjuster have been trying to contact him in regards to the Polaris Parts that were supposed to be ordered and cannot reach him and can't leave a voicemail cause mail box is full. His store in Kansas City is now Closed and the Shop outside of ****** is now all locked up according to ****** Police Department. All I am wanting is all my money returned so I can fix my Polaris General.

  Business response

  05/31/2022

  *** and ***** ***** came to our business ********************** in Kansas City KS requesting us to repair their UTV. They said they were not happy with ******** ******* and felt they we're getting "ripped off". We received their parts list from ********, took their ck and ordered their parts. We explained (and they already said they knew) that these parts are special order (same as ******** *******) and could not be returned once ordered. They wrote us a ck and agreed to order them. During this time covid has impacted all the parts coming from all oem utv companies. Ms ***** called periodically, along with their insurance agent and I explained the same thing every time. That all but 3 of the parts they needed came in stock and we're waiting on a ship complete order. Every time I explained that we could go ahead and ship all the items (that we're already paid for at the oem) but these 3, and that they (the ******) would have individual shipping costs on the 3 items left when they came in. Every time they kept the parts on backorder. Now, many phone calls later, discussing the exact same issues every time, Ms ***** has requested her money back and we cannot do that on special ordered parts. She has tried to call us on Sun/Mon/Tues, days we are closed and accused us of not being open, which is not true, even though we have told her our hours many times. As for our reputation, it is very positive despite what Ms ***** says. Our ****** reviews are very positive and we strive to make all customers happy. The two options are 1) send back the parts to the oem with a 25% restock fee or 2) have all the parts that are ready to ship (all but 3) shipped, refunding the cost of the 3 parts that don't ship. We did not take any money towards labor on this customers order.When I last spoke with Ms. ***** she said go ahead and send these parts, but then immediately we received a complaint with this request to refund (it appeared she was trying to not pay for the parts and get the parts which is illegal) What I need in writing from your office is whether Ms. ***** wants to option 1 or 2. Every time I speak with her she blames our company (even though she has spoken with other suppliers which have told her the same thing) for covid parts shortages (a worldwide issue), has 2 of her family members and her agent call us and start the whole conversation over every time. This is very frustrating to us that Ms. ***** cannot understand or make decisions on what she wants to do. Please send us what Ms ***** would like to do option 1 or 2.
  
  If you have any questions on these matters, call me at *************
  
  Thanks,
  
  ********************** **** ********

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