Action Motor Sports, Inc.

This letter is to explain the reason for the denial of *** *** claim
*** requested warranty for a claim that was not a defect, it was misuse of the unitWarranty only covers defects in workmanship or materials The cause of the engine failure is it ingested
water
The next segment is a copy of the explaination sent to ***( Also as a courtesy we feel some explanation is dueThe entire vehicle doesn’t have to be submerged for hydro lock to occurit can happen in as little as inches of water. when it occurs water from the unit or one next to it splashes water into the area of the air intakewater is then drawn into the combustion chamber by the vacuum created by the engine intending to draw fuel and air into the combustion chamberAs the piston rotates and the combustion chamber draws just a few ounces of water in it The water wont compress like the air fuel mixture does after the valves close to ignite and produce powerInstead the piston stops short of top dead center because the water fills the spaceInertia continues and the weakest link is the connecting rod between the piston and crankshaft. The rod bends and then breaksTo the best of my knowledge that is the only way to bend a connecting rod I'm positive whom ever was operating the RZR had no malicious intent or even thought it was possible to hydro lock the motor. Unfortunately it is actually pretty easy to do in very little water.)
Based on my plus years of service management experience the engine damage was a direct result of ingestion of water*** was not operating the unit at the time of the failure, Her Son *** was, and in my opinion She didn't get the whole story behind the failureWe have since agreed to cover all of the bill to repair except $which *** has agreed to payThis is a good will gesture because none of the damage would be a liability for Action Motor SportsThe facts are plainThe air filter clearly has been completely soaked with waterthe oil in the filter was dark colored and the crankcase had new oil up to the full levelWhich would not be the case when the engine has a catastrophic failure to the point of the connecting rod breaking and making a hole in the crankcase. With *** agreeing to the financial terms of the repair it was my assumption She would retract her grievance with the Revdex.comNot sure if this has happened or not
Next *** speaks of a pre delivery inspectionWe only do and are required to do inspections on new units by the manufacturersWe perform a visual inspection during the negociation and sales processThe customer drives the unit and would determine at that time if there were any glaring defectsThe unit was purchased with miles (if my memory serves me correctly) and returned for repair at milesIf there were any preexisting conditions such as engine damage it would not have taken nearly miles to manifest it.
*** is also complaining of the length of time to repairher Son *** was informed within several days of drop off of the the condition and warranty denial. They wouldn’t give repair authorization thus the long duration for repair.
*** also states we have filed reports and lied to her. That is completely and in my opinion these are deflaminatory statements
Putting these issues aside the General Manager was considerably more generous than I would have been and handled this issue in a honest, caring and diplomatic way.
The unit is repaired as of yesterdayAn email was sent to *** as to its completion. We also addressed her other issues and they were covered under warranty.
Hopefully this information will shed some light on this issue
*** *** *** ***
Action Motor Sports
***

***, Just to be clear, you snowmobile is still under warranty; I checked Polaris this morningJen in our Service counter took great notes on your repair and Jo remembers helping you wellYour snowmobile had a TON of error codes in the ECUThese were all from overheatingThe snow
conditions were not great and riding without ice scratchers and bogie wheels will speed up the rate at which the snowmobile heatsWhen that happens, the hyfax wears very fast which was your snowmobile's issueIf you remember, Action Motor Sports kindly covered all the labor to install new hyfax and bogie wheels, you paid for the parts. I'm sorry you had a bad experience with such a new sledI hope you see the value in us covering the labor. Thanks, Dutch

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am in agreement that through General Manager, Jo M*** we were able to reach an agreement regarding repairs to our Razor However, I do not agree with Ivan’s statement that he provided to you and the course of events that played out over a month period While trying to get some resolution and explanation as to the actual damage and warranty coverage, Ivan hung up on Dillon during one of many phone calls Dillon made to Action Motor Sports We had been accused of misuse of this Razor, adding a fuel controller as well as adding new oil to the unit before delivery to Action Motor Sports Yet pictures taken of our engine DO NOT show new oil, but burnt oil with shrapnel parts Ivan himself states that these Razors can hydrolock in as little as inches of water or due to water being injested into the engine At the time our Razor supposedly hydrolocked, it was being driven on pavement in dry conditions NO WATER AROUND IT We did not abuse this Razor and had purchased the warranty in good faith We had many times asked for a written work order outlining parts and labor yet received nothing until Jo and I talked directly and came to a repair agreement We had asked for this so we knew what repairs were needed and the potential cost involved Yet we received nothing in the way of continued communication Dillon made many attempts at resolution and received no phone calls back How can repairs be resolved when we did not hear from Action Motor Ivan is convinced that we abused, misused and put this Razor through extreme water conditions NONE OF WHICH HAPPENED If it had not been for Jo M*** and Kelly a service tech with Action Motor Sports I firmly believe that our Razor would still be sitting there unrepaired While talking with Kelly at the time we picked up the Razor, Ivan interjected and said you people hydrolocked that Razor and that is the bottom line I’m done dealing with you people He is an absolute embarrassment for this Polaris Dealer and is the rudest person I have ever dealt with I have owned and ridden Polaris ATV’s for over years and have never had a unit hydrolock due to water Yes, the Razor has been repaired No it was not covered under the warranty I had purchased and the explanation that Ivan gave to the Revdex.com is more information than we have ever received I will go on record that I DO NOT AGREE with Ivan’s statement regarding misuse of this Razor and I certainly do not appreciate how my son and I were treated by him I am sure that Polaris Industries would not support a statement by a dealer saying that their Razors can hydrolock in as little as inches of water since they promote these vehicles for use in snow, water, mud, dirt and other extreme conditions This certainly does not support what the Polaris commercials tout these UTV’s to be used for I did agree with Jo M*** to pay $towards the repairs and appreciate his contribution towards coming to a resolution However I still feel that it should have been covered under warranty as we did nothing to cause this supposed hydrolocking I will go on record that yes our Razor has been repaired under the agreement that Jo and I made I will also go on record that I do not agree with Ivan’s statement he provided to you Your assistance in this matter is what prompted communication from Action so that a resolution could be reached For this I thank you
Regards,*** ***

Complaint:
***
I am rejecting this response because: The wheeler is already back in their shop because we drove it miles before it over heated and quitHad to be loaded up and taken back in again, While there unloading we had another dead batteryThe sales person that sold us this unit, told us it was a trade in from a couple that upgraded to a RazorWe later found out it was actually part of a rental fleetWe would have NEVER purchased a rentalSince we bought this machine, we have put less than miles on it because its always broken down!
Sincerely,
*** ***

Problem resolved, please drop  
[redacted]

Action Motor Sports has shipped Mr. [redacted] 3 times. This PDFs attached are copies of the last UPS shipment and delivery confirmation. Our business doesn't typically send out replacement parts as requested by a customer because the manufacturer will not warranty a part that hasn't been in our...

dealership and that hasn't had pictures of the defect submitted and approved. As you can imagine this would be very costly for our dealership. Despite this, we tried to go above and beyond to satisfy this customer and ended up shipping replacement mirrors 3 times. As agreed upon by the customer, shipping to his residence would suffice.

Complaint: [redacted]
I am rejecting this response because:
Never was I informed that Action Sports sent the mirrors 3 times. I was provided with documentation of only one attempt to send me mirrors. And those were the mirrors that were delivered to the wrong address. I was upset because Action Sports said that it was MY responsibility to track the package with UPS. But UPS said that only the sender could track it:Action Sports. i have finally received mirrors from Action Sports, but not until AFTER I filed this complaint with the Revdex.com.

We believe this matter has already been resolved.  The consumer purchased a used 4 wheeler.  We discussed with the service manager and asked the consumer to bring the unit back in.  There was a vibrating issue and apparently was caused by low air in the tires.