Performance Sound and Auto Accessories

Customer purchased atv on Dec as statedOn Dec 27th they brought the atv back saying after riding it for a short period of time that one of the brakes locked up and it was smokingSo luckily this atv is under warrantyWe need to check it outCustomer stated he would just like a refundI stated our policy is not to give a refund on something like an atv BUT first we need to check it out and we can go from there Now this atv is a special order item and is to big to fit in our store, so this atv has to be looked at and stored at another location minutes awayI sent the customer to that location to have the atv looked atThey brought it to that location to find no one thereThis is a Saturday however, and not a working dayThey came back to the store and told me no one was thereI made a phone call and arranged for someone to be there Customer took atv back to that locationAt this point customer again mentioned that he wanted a refundHe was told that is not the policy but either way it had to be check out firstHe was asked why he wanted to return it and customer stated because he found one at a better priceThis is not a good reason for us to take an atv back that we would now have to be sold as usedEven if it is only a few days of driving Customer said they wanted their money back and did not want it fixed and they would be taking us to courtCustomer then left and spun out of the drive way and yard causing damageThe police were called and charged could have been filedHowever, we chose not to The atv is under warranty and can and will be fixedCustomer stated about the receipt and a returnIt does say special order items can be returned with a 20% restocking feeAn atv is just not normally one of those items since once it has been used it is considered usedNow we never did say we would not over ride that policyBut what we did say is we had to check it out first [redacted]

I am rejecting this response because:that's a lie he said he would give us a refund if we brought the four wheeler over there then he lied ( [redacted] ) and it is not to big to fit in the store they have several in the store when we bought that one the kids can't even ride the four wheeler due to locked up brakes bent tire rod and moter smokes ! And the receipt said refund only excepted with receipt which we have they are complete liers bad customer service never did we said we found another one for better price we wanted a refund because if it has to be worked on after a week ! Regards, [redacted]

And now, the rest of the story.....
13.6000003814697px; font-family: arial, sans-serif;">Customer purchased atv on Dec 22 as stated. On Dec 27th they brought the atv back saying after riding it for a short period of time that one of the brakes locked up and it was smoking. So luckily this atv is under warranty. We need to check it out. Customer stated he would just like a refund. I stated our policy is not to give a refund on something like an atv BUT first we need to check it out and we can go from there. 
Now this atv is a special order item and is to big to fit in our store, so this atv has to be looked at and stored at another location 10 minutes away. I sent the customer to that location to have the atv looked at. They brought it to that location to find no one there. This is a Saturday however, and not a normal working day. They came back to the store and told me no one was there. I made a phone call and arranged for someone to be there. 
Customer took atv back to that location. At this point customer again mentioned that he wanted a refund. He was told that is not the policy but either way it had to be check out first. He was asked why he wanted to return it and customer stated because he found one at a better price. This is not a good reason for us to take an atv back that we would now have to be sold as used. Even if it is only a few days of driving. 
Customer said they wanted their money back and did not want it fixed and they would be taking us to court. Customer then left and spun out of the drive way and yard causing damage. The police were called and charged could have been filed. However, we chose not to. 
The atv is under warranty and can and will be fixed. Customer stated about the receipt and a return. It does say special order items can be returned with a 20% restocking fee. An atv is just not normally one of those items since once it has been used it is considered used. Now we never did say we would not over ride that policy. But what we did say is we had to check it out first. 
 
 
[redacted]

I am rejecting this response because:that's a lie he said he would give us a refund if we brought the four wheeler over there then he lied ([redacted]) and it is not to big to fit in the store they have several in the store when we bought that one the kids can't even ride the four wheeler due to locked up brakes bent tire rod and moter smokes ! And the receipt said refund only excepted with receipt which we have they are complete liers bad customer service . never did we said we found another one for better price we wanted a refund because if it has to be worked on after a week !
Regards,
[redacted]