Bad experience with rexburg motorsports

[2Deep]

"after about a week of phone calls and me talking to my attorney about the matter"

You need to get a better attorney. Most states have an Unfair and Deceptive Trade Practices Act. They typically provide for triple damages and full attorneys fees. Its one of the few consumer protection laws that actually have any teeth. I do consumer protection law in Alaska and use it regularly against unscrupulous car dealers. Use this link http://www.naca.net to find a consumer protection attorney. Good luck- Tim Cook http://www.AlaskaLaw911.com

 

[customfarmer]

Ironic

The irony I can't get past here is, the owner of RMS started his own dealership because of an unfavorable experience he had with another of our local dealers. (and his unfavorable experience was definately NOT with PMS)

 

[Rexburg]

Rexburg Motorsports response

This isn't the first time we've messed up. Messing up this bad is embarrassing, especially when it makes the SnoWest Top 12 Forum Topics list with over 1000 die-hard snowmobilers reading about it. The riders on this forum represent our core customer base. Our shop relies on word of mouth to survive and taking care of every customer the best we can is absolutely critical to our future. We messed up and we should have handled it a lot better that we did. There’s no excuse and I take full responsibility.

The story that our customer tells in this post is pretty much how it happened. My sales guy took the snowcheck order over the phone and wrote his name wrong and his phone number. In fact, we didn’t even capture the deposit because he must have wrote the credit card number down wrong too. When the credit card didn’t go through for the $500 deposit, he couldn’t call him back. He slipped through the cracks because we messed up.

Since this post was written, Rexburg Motorsports did everything we could to make this right to keep our customer. We will work hard to keep him coming back even though we might be a little more expensive and further away. I hope we hear his story in this thread about how he felt like we responded to the problem. To his credit, when as I discussed the issues with him, he wasn’t unreasonable at all and I think we were able to exceed his expectations in coming up with a resolution.

A few others that had a crappy experience with us also responded. Message me directly and I’ll listen to you and do what I can to make it right with you too. My name is Jared and I started with Rexburg MS in 1996 as the Parts & Service guy when we opened as a little Polaris sled shop. I have over 50 employees today. We have had some employees that were bad. I also has some great employees that I miss. We’ve messed up plenty. I am confident in Rexburg Motorsports management and our entire staff that we have today. We’ve weeded out some people over the past few years. Overall, I think all our people care and will work hard to exceed your expectations if you’ll give us a shot.

 

[Rexburg]

What I absolutely cannot stand about Rexburg, SNOW CHECK DIRECT!

Their "Setup Options" chart is 100% fraudulent..

EVERYTHING included in the "premium" setup is 100% REQUIRED by Polaris and should not be an additional charge.. $157 my ***..
The complete manufacturer's PDI checklist alone calls out their LIE.. Never bother with these guys..

I disagree. Our customers like having the options based on their needs. Every snowmobiler is different and we don't use the typical cookie-cutter approach. We listen to our customers and give them options.

Racer Setup option on Snowcheckdirect.com is only for racers. There are a lot of racers, hill climbers and tour guides that are authorized to setup their own sleds. A lot of the crates that the sleds come in now are returnable so with the Racer setup we uncrate and throw the sled together so no parts are lost before the racer gets the sled to their shop to tear it back down and set it up.

Anyone that doesn't get the racer setup gets at least the minimum required setup as required by the manufacturers. A lot of our customers like to have their sled suspension and clutching fine tuned for their specific riding style, size and area they ride in so we make that an option.

SNOWCHECKDIRECT.COM is a hassle free way to order a new snowmobile but it's not for everyone. A lot of our customers prefer visiting our shop and others like to do business over the phone. We're offering something none else in the industry offers. But, it won't be long and Polaris will copy this website. Then, you'll see Ski-Doo, Arctic Cat and Yamaha follow suit.

 

[Hawkster]

So what happened to his Polaristar warranty and VIN that he was issued ? The sled he recieved is different ? He must of paid for something to get the info before hand ? Did I miss something ? One thing though it was nice of you to take the heat but you just had to also blame the employees . Why ?

 

[mountainhorse]

IMO... It took a lot of "brass" for Rexburg to chime in here... and own up to the mistakes that were made on their part.

Lets not punish Jared for choosing to respond...

It's great to have him on here... lets see if we can keep this level headed and on track... Thanks in advance.

MH







.

 

[ak ryda]

So what happened to his Polaristar warranty and VIN that he was issued ? The sled he recieved is different ? He must of paid for something to get the info before hand ? Did I miss something ? One thing though it was nice of you to take the heat but you just had to also blame the employees . Why ?

I didnt take it as him blaming anyone. Looked more to me that he made sure to take full responsibility himself and gave a clear explanation of what happened.

 

[Stuck]

I disagree. Our customers like having the options based on their needs. Every snowmobiler is different and we don't use the typical cookie-cutter approach. We listen to our customers and give them options.

Racer Setup option on Snowcheckdirect.com is only for racers. There are a lot of racers, hill climbers and tour guides that are authorized to setup their own sleds. A lot of the crates that the sleds come in now are returnable so with the Racer setup we uncrate and throw the sled together so no parts are lost before the racer gets the sled to their shop to tear it back down and set it up.

Anyone that doesn't get the racer setup gets at least the minimum required setup as required by the manufacturers. A lot of our customers like to have their sled suspension and clutching fine tuned for their specific riding style, size and area they ride in so we make that an option.

SNOWCHECKDIRECT.COM is a hassle free way to order a new snowmobile but it's not for everyone. A lot of our customers prefer visiting our shop and others like to do business over the phone. We're offering something none else in the industry offers. But, it won't be long and Polaris will copy this website. Then, you'll see Ski-Doo, Arctic Cat and Yamaha follow suit.

Please correct me if I'm wrong, but doesn't the manufacture pay you to do the pdi checklist? And doesn't the pdi checklist include almost all of the items on your snowcheck options checklist? I used to work for a couple different dealership that carried several different brands, I also have bought new sleds from different dealerships as well. Every one of them did what's on your list and more for no additional charge, the only exception would be adding 5 gallons of gas, but I have never asked either. And the customer would have to pay for the can, but would have been installed free of charge.

EDIT: After looking at the snow check direct website I see that the power up package is $829. Wow...

 

[Norway]

One thing to remember is that with a dealer who does this kind of volume even if they are 98% to the good they will have 10-15 deals that went bad every year. Over the course of 10-15 years there are literally hundreds of customers who hate them. The 98% are not all going to post the good deals on line.

Well said, and true.

The internet will spread news/info like a nuclear reaction. Just look at all the youtube-stars lately. Works the other way around to, will slander you beyond repair and with no remorse.

Not defending Rexburg myself either, but I'm old enough to know that people screw up, period!

I ask people to consider the fact that very few people get out of bed in the morning wondering how they can be a$$holes...

Like MH, I appreciate Rexburg sticking their head into the lions den and want to make this right.

The OP will hopefully tell us they worked something out.

 

[revrider07]

I am glad rexberg responded. Thats how you keep a customer base no one is perfect and things happen. A great dealer does those things in the list and some small other stuff that makes there product standout and run good. I have no problem with dealers charging more if the quality is there. Some dealers in the flatlands have no business selling mt machines. They sell them cheap and then the customer calls mt dealer and wants free info on setup that works.

 

[Matte Murder]

"The OP will hopefully tell us they worked something out."

Dylanrowe can you let us know how this worked out?

 

[jdw1]

post retracted

Sorry

 

[mtncat1]

let me get this straight, they took an order for a sale,took the money,took his name and email,his address,and phone #,and every piece of info was wrong .didn,t run the card,didn't confirm anything.couldn't track him down through the phone book not one read back over the phone to verify any numbers basicly messed up every piece of info he gave them bull s##t.

 

[Turbotater]

let me get this straight, they took an order for a sale,took the money,took his name and email,his address,and phone #,and every piece of info was wrong .didn,t run the card,didn't confirm anything.couldn't track him down through the phone book not one read back over the phone to verify any numbers basicly messed up every piece of info he gave them bull s##t.

And supposidly got his snow check info from Polaris in the mail.
I was born at night but it wern't last nite.

 

[AZ800]

Yup, 3 sides to every story. Wonder if the OP ever noticed that the $500 sno check down payment had not been charged to his card???? (Per Rexburg)

Nothing against Rexburg since I don't know them from Adam aside from driving by twice while moving to WA, but generally the mega-dealers aren't going to give a person the personal level of service that some of us expect.
(I said "generally" so noone fly off the handle here!)
Some customers want the biggest, flashiest shop with every model available sitting on the showroom floor and neon lights leading their way to the dressing room to try on their new color matched snomobile suit.
Others want the simplicity of walking into a local shop and shaking hands with the owner to make purchase.
And others (myself included) prefer to buy from someone who went to either shop the year before and buy their machine without ever stepping foot into a dealer. Plus if you buy the fancy guy's sled he'll probably throw in brand new snow suit matching the sled because his new machine is a different color!

 

[T Stoke]

Wow! This was an awesome read! I'm glad I was referred over here to check this out. First off, sorry to hear about the problems that you had. As has been mentioned consumers are much more likely to post about a negative experience than a positive one.

I snow checked my ski doo with RMS last Spring and was really given a great deal that still I brag about. To make things better RMS set us up a demo ride with Ski Doo to try out their new sled. Unfortunately, I had already sold my old sled by this time but RMS was good enough to let me borrow one of theirs and actually let me use the whole weekend (free of charge). There only ended up being about 5 of us on this demo ride and Jared was one of them. Being able to spend the day chatting with him was great. He asked me how my experience had been and what could have been done to make it better. Thanks for that!

I've been somewhat frustrated with my salesperson and the lack of communication from him but I don't attribute that to Jared or RMS. I have dozens of employees myself its very difficult to babysit each one of them and ensure they don't do anything stupid. The best I can do is to try and rectify the situation and apologize repeatedly.

Having been relocated to MN this summer I'm actually flying out to Rexburg this week to pick up my sled. I'm confident all will go well and will be back to post my feedback on the transaction.

 

[Hawkster]

WOW ! maybe you should start a new thread on how exciting the flight was ? A little guy puts up a post on how he didn't get the sled that he SNOWCHECKED and now the sharks are out .

 

[dylanrowe]

Hey guys sorry for taking so long to reply. The day after i posted this thread i was riding in Cooke City breaking in my new PRO and as i was driving home that night i had 4 voicemails on my phone from Jared Burt the owner of rexburg. He had expressed he had read about what happened in his store here on snowest and wanted to speak with me about my experience. Once i had good enough service i was able to speak with him on the phone. He was very apologetic and i could tell he was bummed over this deal just as i was. He told me he wanted to do anything he could to make it right as he said nobody should have went through what i did. He asked me what he could do to "ease my pain", and i told him i wanted to know what he though was fair. He said he would like to meet with his employees and think about what he could do to ease my pain. The next day he called me and figured out what he thought was fair for his employees mistakes. He said he would mail me a new set of graphics, a $200 check, give me dealer cost on accessories i may want for my new sled, a $500 snowcheck certificate to use on a 2014 or 2015, and my new and updated polaristar warranty cards. After talking with him a while i inquired on some of the SLP stuff since i was wanting to install some on my new sled. I asked him if he would be willing to send me a SLP can instead of the $200 check and he said it was the least he could do. Since then i have received my new can and $500 snowcheck certificate, i have not received my graphics or polaristar info yet but i am not worried as im sure it will arrive. Working with Jared has been great and he seems to be working very hard to make things right.

 

[Norway]

dylanrowe:

Thank you for posting this ray of sunshine in the dark season! Hope a couple of trolls burst..

And major kudos to Rexburg for taking action and coming up with a solution to a bad situation. No matter how you slice and dice this, they can't throw this in on to many sales without hurting their profit.

They did this, knowing 100% it would be posted here, and no Mickey-Mouse deal! They have set the bar for future sales and I'd say they are either aiming for good salesmanship or bankruptcy.

Ride on dylanrowe, and be safe!

 

[theultrarider]

Thanks for the update. And thanks to the dealer for standing up doing the right thing. Now, if others would try to work things like this out with the others rather than sales guys before going public.... hey, it all worked out. Win for all. Good to hear the owner is going to have a chat with his staff. Shows he actually cares. Mistakes happen. It's how they are dealt with that sets companies apart.