ComplaintsforInterstate 69 Motorsports

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a BRAND NEW 202r rzr pro r 4 ultimate from the dealer interstate 69 on 7/17/24 i drive 9 hours rhere and 9 hours back home from ******* ******* to union city tennesse. after getting fast replies from dealer prior to the $45,000 purchaspe. i no longer get replies or call back. I drove home 9 hours after purchasing it. once i got home machine will mot turn on or run. i tried calling dealer and sales guy no response. after getting response they were no help and basically told me to figure it out. it is a brand new $45,000 machine that does not work. dealer is doing nothing to fix the situation. machine is currently abandoned at a parking lot because it will not turn on. or move to even get it on a trailer. 1 mile on the machine and will not work.

  Business response

  07/26/2024

  Subject: Response to Complaint by **************
  Context: ************** has filed a complaint stating that our dealership has been unresponsive to his concerns about a machine he purchased on 7/17/24. He also heavily insinuated that he was not allowed a demo ride before the purchase.
  Clarifications:
  Communication Record:
  - We have provided call logs showing multiple interactions with **************.
  - The logs are under the name *******, which is the contact number ************** provided.
  - ************** claims of no communication are refuted by our call records.
  Demo Ride:
  - We have video evidence showing ************** taking the machine on a demo ride before accepting ownership of the vehicle.
  - The machine was shown on video running for 11 minutes before he took it on the demo ride.
  - Upon returning, ************** voiced no complaints and seemed satisfied with its performance, then loaded the machine himself and left with it.
  Service Interactions:
  7/19: ************** reported issues to ****** in our ******************* ****** advised him to visit his closest dealership due to his 9-hour distance from ***
  7/23: ************** spoke to ******, our Sales Manager, about local dealer service department wait times.
  7/24: ****** provided an alternative dealership (RideNow Powersports) with a shorter wait time of 1.5 to 2 weeks, possibly shorter if there were any cancellations. ************** was not interested.
  7/25: ************** called again, rejected the alternative option, and expressed a desire to return or exchange the machine. During this call, ************** became extremely verbally abusive towards our Sales Manager, making it quite difficult to have a productive discussion.
  Resolution Attempts:
  - We informed ************** that the issue has been reported to our Polaris representative.
  - We explained to him that returns or exchanges are not allowed by dealership policy; however in certain situations the manufacturer (Polaris) can approve a total replacement.
  - We emphasized that a trained technician must diagnose the issue to proceed with any replacement through Polaris.
  Current Status:
  - ************** has refused to take the machine to a dealership for diagnosis, opting instead to "abandon" his vehicle in a parking lot.
  - We cannot proceed without this step, which is necessary to determine if the issue might be minor or requires total replacement.
  - The machine was in proper working condition when it left our dealership, as evidenced by video footage. 
  Conclusion:
  - We share ************** frustration, as this is a situation that is almost unheard of, but it is imperative that proper protocol is followed in order to receive help from the manufacturer, where these machines are built.

  - We urge ************** to allow a technician to inspect the machine to enable us to assist further.

  Attachment:
  - Call logs
  ***Video evidence of the demo ride is available upon request.

  We hope this summary clarifies our position and the steps we have taken to address **************' concerns responsibly and professionally.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a ***** Pioneer side by side on 04/19/2024 I was told that I would receive the title to the vehicle in two weeks. I called on 05/07/2025 and was told they needed a Certificate of Origin to file the paperwork for the title that they had not received yet so my paperwork was just sitting there. I still have not received the title for the vehicle Ipurchased from them or heard anything from I69 Motorsports about when I will be receiving my title. In Five days a month will have passed and we all know Fed X can get paperwork from point A to point B overnight. I need someone to file the paperwork for my vehicle that I purchased and get the title to me ASAP. Thanks *****************

  Business response

  05/16/2024

  We sincerely apologize for any inconvenience or frustration you've experienced regarding the delay in receiving your Manufacturer's Certificate of Origin (MCO). We understand the importance of this document and the impact it has on your overall experience with our dealership.

  Our Title Manager has been in direct communication with you to provide insight into the situation, and we regret if there's still any confusion. Please allow us to clarify the process: ******************************** (AHMC) typically ships new vehicles to our dealership ahead of sending us the corresponding paperwork, including the MCO. While we strive to ensure timely delivery of all necessary documentation, there are instances where the arrival of the MCO is subject to varying timelines.

  Typically, we receive the MCO paperwork within two weeks of the vehicle's delivery to our dealership. However, it's important to note that this timeframe can extend up to six weeks, and in rare cases, even eight weeks. Rest assured, our Title Manager has indicated that we are currently at the three-week ***** and based on our past experiences, we anticipate receiving the MCO imminently. There have been no indications from AHMC of any issues with the printing or shipment of the MCO for your specific vehicle.

  As one of the highest volume selling powersports dealerships in the country, we take pride in providing exceptional service to all our customers, including prompt delivery of all necessary paperwork. We have a longstanding track record of transparency and reliability, with no history of withholding essential documents such as the MCO.

  We sincerely appreciate your patience and understanding during this time. We assure you that we are actively monitoring the situation and will promptly provide you with the MCO as soon as we receive it from AHMC. If you have any further concerns or questions, please don't hesitate to reach out to our Title Manager or myself.

  *******************************, **************** Manager

  ********************

  Customer response

  05/18/2024

   
  Complaint: 21704614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Business response

  05/18/2024

  Dear ************,

  It appears there is still a misunderstanding regarding ******************** Corporations document mailing procedures, despite multiple attempts to clarify by our staff. We want to assure you that we understand your desire to expedite the process, however, we must emphasize the importance of following the established procedure to avoid more potential complications.

  While we acknowledge that waiting can be difficult, please understand that requesting another MCO from ************************ (AHMC) at this time will cause the original MCO to be considered VOID. It's crucial to note that not enough time has passed since the issuance of the initial document, and prematurely voiding the first MCO to request a duplicate could result in even longer delays and administrative hurdles.

  If the original MCO arrives after we have already requested it to be voided and re-issued, we would be obligated by law to shred it and await the issuance of the duplicate instead, prolonging the wait time even further. As a dealership with over 50 years of reputable service, we have dealt with this for a very long time and we are confident that we are working in YOUR best interest by NOT voiding your original MCO yet and waiting for it to arrive any day now. Please rest assured that our commitment to delivering the MCO to you remains unwavering.

  We kindly ask for your trust in our process, as we have no history of withholding essential documents from our customers. It's imperative that we exercise patience and allow the manufacturer's standard protocol for MCO issuance to proceed uninterrupted. Additionally, if you are concerned that there may be negative repercussions to not having your SXS titled this week, please know that there is no need to worry. We handle all titling for our Tennessee customers, and you will not be penalized by the state or your county in any way. Once your MCO arrives from ****, we will simply attach it to the documents we are holding and turn it in for processing. Once that's done, you will receive a copy of your registration in the mail from us, and the title will be printed and sent to you by the State of Tennessee.

  Your understanding and cooperation are greatly appreciated as we work to resolve this matter. Should you have any further questions or concerns, please feel free to reach out to us directly. We value your business and are committed to addressing your needs promptly and effectively.

  Yours ********************************************* **************** Manager

  
  
  
  
  

  Customer response

  05/18/2024

  I purchased the ***** Pioneer to side around my subdivision and to do that I need a tag from the dmv which I need the vehicle title to obtain a tag. I asked the salesman how long to get the title and he responded about two weeks. I ask the man from the buisness office when I paid them How long to get a title and his response was usually about two weeks. No one ever said anything different until I called and ask about the title and then it went to three weeks,four weeks,or six or eight weeks. Im not asking for a new Certificate of Oriigin just the one I was promised at the time of purchase. So now I have a side by side sitting in my garage because I cant get a tag to drive it on the street. Someone should have told me it could take up to eight weeks to get the Certificate of Origin before they took my money not three weeks after. 

  Customer response

  05/22/2024

   
  Complaint: 21704614
  
  I am rejecting this response because:This is week five and still I do not have a title which was supposed to take two weeks to get. I guess they will tell you anything until they get your money 
  
  Sincerely,
  
  *****************

  From the CONSUMER:

  Sent 5/18/2024 3:21:59 PM

  I purchased the ***** Pioneer to side around my subdivision and to do that I need a tag from the dmv which I need the vehicle title to obtain a tag. I asked the salesman how long to get the title and he responded about two weeks. I ask the man from the buisness office when I paid them How long to get a title and his response was usually about two weeks. No one ever said anything different until I called and ask about the title and then it went to three weeks,four weeks,or six or eight weeks. Im not asking for a new Certificate of Oriigin just the one I was promised at the time of purchase. So now I have a side by side sitting in my garage because I cant get a tag to drive it on the street. Someone should have told me it could take up to eight weeks to get the Certificate of Origin before they took my money not three weeks after. 

  Business response

  05/22/2024

  I understand from your response that you are opting to reject the solution we proposed regarding the delay in receiving your Manufacturer's Certificate of Origin (MCO).We are committed to finding a resolution that is to your satisfaction and, with this knowledge, will be happy to explain the alternate option in more detail. 

  First, we want to emphasize that the delay in receiving your Manufacturer's Certificate of Origin (MCO) from ******************************** (AHMC) does not reflect any wrongdoing or scam on our part. Printing and postal delays are an unfortunate reality faced by many businesses, including ours. It's important to note that the MCO is printed and sent out by the manufacturer (not the dealership), and as such, its exact delivery timeline is beyond our control. Furthermore, although weve been given a turnaround time from AHMC ranging from 2 to 8 weeks, the actual turnaround time will depend on factors such as national sales volume and workforce availability for printing and processing. Again, since the MCO's are printed by the manufacturer, these factors are also out of our control. Rest assured, we make every effort to ensure a smooth and efficient process within our capabilities and typically don't have any notable issues outside of small printing and mailing delays. In the 70 years we've been established we have never withheld titling documents from a customer before. There is absolutely no financial gain to be had by the dealership in withholding that document, as you are in physical possession of the machine and the *** has already been warranty registered and reported to ******************************** as being sold to you.  Additionally, your vehicle taxes have already been paid and there will be no penalties or financial repercussions due to your vehicle title being delayed. In the unlikely event that you are charged extra by the state, we would obviously cover those charges when we turn the documents in for titling.

  So, in response to your concerns, if it is truly your preference, we can cancel the original MCO that we are currently waiting to receive and request for ***** to process, print and send a duplicate. To proceed with this option, we kindly ask you to send an email to ************************************** granting us permission to order a duplicate as this action will, as I mentioned previously, void the original MCO.

  It's crucial to understand that by voiding the original MCO, we forfeit the ability to use it even if it arrives shortly thereafter. Our Title Manager believes the documents should arrive any day now, and this estimation is based on recent prior document deliveries from ****. If she is correct, the risk that this could delay your title issuance even longer occur is potentially high. Requesting a duplicate MCO also entails a similar printing and processing time, and if AHMC is already experiencing delays in printing and processing, there is a risk that cancelling the original and ordering a duplicate will put us back to the back of the line, so to speak. We want to ensure complete transparency regarding these potential repercussions so that you can make an informed decision.  

  If you would like us to proceed with voiding and re-ordering the MCO from American ***** Motor Corp instead of waiting for the original to arrive, please confirm in your email that you understand the risks associated with doing so. Rest assured, we'll promptly initiate the necessary steps once we receive your authorization.

  Once again, we apologize for your frustration and any inconvenience this delay has caused.  
  

  
  

  Customer response

  05/27/2024

   
  Complaint: 21704614
  
  I am rejecting this response because: Interstate 69 Motorsport keeps saying they expect the documents needed any day now but it looks like any day now isnt going to be soon. They have been saying the documents needed will be here any day now for three weeks but still nothing. We are now starting the sixth week and still I dont have a title. Has anyone checked with ******************* to see when the documents will be available? I doubt it
  
  Sincerely,
  
  *****************

  Business response

  05/28/2024

  On 5/28/2024, after the holiday weekend, our dealership finally received the package from ********************************** containing **************** Manufacturer's Certificate of Origin. Fortunately, although he rejected our proposal last week to wait a little longer for the mail to be delivered, ************ did not send me the required written permission we needed to void his MCO in order to place an order for a new one. Since the original MCO had not been voided, we were able to use the MCO we received today and turned in his title documents to the county clerk for processing. The County Clerk herself, *************************, gave her assurance that **************** vehicle would be titled before the end of the day today. There were no penalties due, as *************** is familiar with the irregularities dealers often face with MCO deliveries.  As we were able to title **************** vehicle on the very day we received the MCO from the manufacturer, we hope that this resolution is satisfactory to him.  

  Business response

  05/28/2024

  From the BUSINESS:

  Sent 5/28/2024 3:12:45 PM

  Read by ******************************************** on 5/28/2024 3:12:50 PM

  On 5/28/2024, after the holiday weekend, our dealership finally received the package from ********************************** containing **************** Manufacturer's Certificate of Origin. Fortunately, although he rejected our proposal last week to wait a little longer for the mail to be delivered, ************ did not send me the required written permission we needed to void his MCO in order to place an order for a new one. Since the original MCO had not been voided, we were able to use the MCO we received today and turned in his title documents to the county clerk for processing. The County Clerk herself, *************************, gave her assurance that **************** vehicle would be titled before the end of the day today. There were no penalties due, as *************** is familiar with the irregularities dealers often face with MCO deliveries.  As we were able to title **************** vehicle on the very day we received the MCO from the manufacturer, we hope that this resolution is satisfactory to him.  

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I finally received my title o 06/03/2024. Pitiful customer service 

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

  *******************

  **********, ** 38068

  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two Issues 1) Purchased a 2022 RZR. At the time of purchase I was required to sign three documents. My understanding was, document copies were placed in the folder that was handed to me at the time of sale. Arriving home only the invoice was in the folder. After several request for copies of the other two forms signed, I'm resorting to the BBB to request copies of all documents I signed during the sale. 2) There was an error/overcharge on the invoice. This was quickly noticed and a refund issued, which I have received. (Thanks for the quick response on the refund) But I have requested an updated invoice to reflect actual cost of purchase. I have been told a corrected **** of sale can not be issued.

  Business response

  07/14/2022

  We apologize for any misunderstanding or inconvenience and will be happy to send ******************** copies of the additional two documents that he signed at the time of purchase.  Those documents will be sent to the email address we have on file for him today.  Please reach out directly to ******************************************** if you don't receive the documents within the next few hours and I will personally assist to ensure that you receive them.  As for the **** of sale - the only documentation we have on file is the **** of sale that was printed and signed on the day of purchase.  Our billing system is set ** in such a way that when a deal is closed and finalized, we then become unable to make any alterations to the deal. This is for the consumer's protection, to prevent any changes from being made to an agreement once it has been signed by the customer.  Because of these safeguards, we cannot change any of the numbers and reprint the **** of sale.  Our accountant has advised that the refund that was provided to ******************** can be attached to the **** of sale to show that a partial refund was given if he needs proof that less was paid towards his purchase. We hope this will be sufficient for his purposes. If a written statement from our dealership detailing the refunded items would help, please let us know by emailing me at ********************************************. We will be glad to do whatever we are able to resolve this for our customer!    

  Customer response

  07/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

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