ComplaintsforFox Powersports, LLC

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought two Quads for my kids for Christmas in October. They sat in a pole barn until Christmas Day when my kids got them and they rode them that day, which is when we noticed issues with both quads. The weather got colder after that day and it snowed so I waited to bring them in until after the snow storms. *** now wants to charge me for adjustments to the quads and a bad battery on quads that are basically brand new with maybe 3 hours on them. Part of the sales was a prep fee to have them assembled and adjusted and ready for me to ride which clearly they werent as after one day needing carburetors adjusted. Im being left with a bill for something that should be covered

  

  Business response

  02/09/2024

  Hello, in response to ****************** concerns regarding the (2) youth ***s, ************** dropped them both off for diagnosing runnability and shifting concern.  Based on our findings and what we communicated with **************, we found that both ***s were shifting correctly and narrowed it down to operator error being that ************** explained to us that his kids were not letting off the throttle when shifting; thus causing the shifting concern he was experiencing.  We also noticed that the throttle s**** on one *** came to us with an improper setting which also contributed to the runnability concern for that ***; the throttle screws come from the factory already adjusted appropriately but can be altered by the owner of the ***.  Fox does not adjust the throttle screws from the factory as this is a setting to be done at the owner's discretion after use.  When both ***s were dropped off to us, we noticed that the chokes were open all the way which can also contribute to the runnability concern when the *** is being used while the choke is open.  1 *** had a dead battery which was replaced under warranty - no cost to *************. The new battery is currently on order. 

  We spoke with ************** on 2/7 around 2-3pm about our findings and offered our recommendations based on the technician's findings and ****************** feedback on how the ***s were being operated.  ************** was not charged anything for the ***s being diagnosed or for the battery replacement to which we recommend maintaining on a battery tender when not in use for any length of time. ************** did not incur any out of pocket expense for the ***s being brought into Service for this occurrence.

  Customer response

  02/12/2024

   
  Complaint: 21261237
  
  I am rejecting this response because:

  That statement is false, I was told by the service guy and the service manager that the carburetors on both quads had to be adjusted. The quads weee never ridden with the choke on and was o up used to get the quads to start.  I explained this to the service guy multiple times. The shifting issue occurs when the quads are warmed up and when shifting to any gear including neutral or reverse or from neutral they would not shift into gear without tapping the throttle slightly then they would shift fine. I also explained on the phone to both service and service manager that the throttle adjustment screws were adjusted the same,, but would not remain in the same spot so I had tape on them to hold them in place and the service guy who looked at them when I dropped them off witnessed it and we had a whole conversation about it and how to solve the s**** from moving. I called back today to ask about the reply to BBB and the service guy agreed that the reply to BBB from Fox was inaccurate. 
  

  to sum this up.

  The Atv with the black decals was/is slower and has a studded when hitting the Throttle before it would actually accelerate

  Both Atv have the shifting issue that occurs when they are warm and will not shift into gear. Cannot shift into 1st from neutral while sitting still no throttle. After tapping throttle it will shift fine. Otherwise you cannot shift into any gear from any other gear without first tapping the throttle slightly (this was explained to the service guy multiple times)

  thw quad with the white decals would not start at one point. It would act like it would but would never fire, also was explained that at one point when you hit the electric start button it wouldnt even crank. 
  

  both throttle adjustment screws were adjusted the same. I was told by the service guy and manager I can remove the s**** and add a little loctite but didnt want to do that due to them being new and under warranty. I didnt want to void this. 
  

  The service guy said he would now have them look at the shifting issue after me explaining again (this is multiple times Ive explained the same issue in detail)

   

  My kids Birthday is next weekend and wanted her quad back for her to Ride for the 2nd time since she received it on Christmas Day. 

  
  Sincerely,
  
  *******************

  

  Business response

  02/14/2024

  We have communicated with ************** between 2/12 - 2/13 that the concerns have been addressed and the ATVs diagnosed and tested in our Service Dept.  We clarified the misinformation about the carb adjustment recommendation which was meant for another ATV in the shop, not his.  After inspection, adjustments and multiple test runs, the ATVs are running/shifting normally and are ready for pick up to which we are looking forward to ****************** visit this Friday afternoon.  We also did not charge ************** for any work or tech time associated with diagnosing, adjusting and testing the ATVs.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 7, 2023 I called with concerns regarding my 2015 Can Am Spyder. I spoke with the service department and scheduled an appointment for September 5th. During that conversation I related overheating problems and asked if it was OK to ride before my scheduled appointment. I was told it would "probably " be OK. August 27th I took my Spyder for a short ride and broke down. My Spyder was towed home. Called *********** August 28th with the issue and I authorized them to pick it up. Scheduled pickup for August 30th. One week prior to my scheduled service appointment. Since then I've made several calls trying to get updates on the status of my service on my Spyder. First I was told they were working on it. then it was there was a misunderstanding on the schedule. Then I was told they had to wait for parts to come in. Called again and was told the parts would be in on September 12th and they would get it done that day. Called back September 13th and was told again that they hadn't worked on it and that they would get to it September 22nd or September 25th. To date this still hasn't been resolved and it's going on 4 weeks that they've had my Can Am Spyder.

  

  Business response

  10/04/2023

  Spoke with Service Manager on an update for this job.  On 9/29 the customer approved us to proceed with replacing the water pump / thermostat based on our findings for the overheating - currently waiting for (1) part to come in to complete the job.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩