P
First off, I just want to say I have been hesitant to post anything on here as it’s just not my nature to be a basher & the majority of people I have done business with will try to make things right if you give them the opportunity to. Mistakes happen & that’s really not what makes me feel justified to post this - what I have an issue with is with people that just make excuses, refuse to take any responsibility & don't make any effort to fix their mistake. That’s not how I run my own business & not how I expect to be treated as a customer. I have always been a -there's always two sides to the story- type, I can't wait to hear Mikes side.
Here is the condensed version:
Took my 2012 Pro-RMK to Van Amburg Enterprise (VEI) to have their Boondocker Tunnel kit installed (wanted it done right & figured no one would do better installing this than VEI themselves). Paid extra for powder coating cause I wanted it to look good. Over 5 wks later & after several, oh sorry we didn’t get to it this wk, conversations they finished. Only time i remember getting a call back from them to this point, is when they called to let me know to be sure & bring payment in full when I pick up sled. Oct 19th I picked it up & was told nothing but how they thought it turned out really good. I thought I was good to go. About a month later I sold the sled (bought a 2013).
1st ride track got chewed up from rivets they installed in the tunnel.
Contacted VEI about the problem. Mike VanAmburg told my buyer it was my fault because I somehow “rushed him” & “was breathing down his back” (I patiently waited while he had my sled 5 wks). Mike tells me, my buyer is an idiot for not catching the track rubbing before it chewed it up, so it’s my buyers fault. Also was informed I should’ve installed HIS spacers to keep track from rubbing tunnel, which was never mentioned prior to this. He did offer to send his spacer to my buyer, nothing more.
At this point phone calls are going nowhere so I emailed them, letting them know I was definitely not satisfied & we need to work this out. I offered – AT MY TIME & EXPENSE – to go get the sled (6hrs roundtrip) & bring it to them. Their response: “Scott thank you for the feedback. We will note your experience and build from it. We do appreciate your business and hope your next experience is a better one."
To this point I have been nothing but polite & patient even when I was greatly frustrated. Asked them several times to try & work this out somehow between us. nothing.
After several more phone calls they asked for pictures. Pictures were emailed & they said they would look at them & get back to us. No word back. After calling a few times, got ahold of Mike, just to have him tell me they studied the pictures & determined it was clear to them the track had been damaged from rubbing the tunnel, not their rivets (claimed track rubbed the tunnel from user misalignment of the track). I went back & looked at the pictures again & the base of the paddle has no wear, but the middle is shredded.
I emailed back, letting him know I disagreed with him on the pictures. Offered to personally go take the sled to ANY reputable dealer in the area for inspection - again at my time & expense, unless that dealer concluded the track was damaged from their faulty install. Nothing, not a word from VEI.
So I thought I would post here to let others know what to expect when they send their money to Van Amburg. I hope this doesn’t happen to anyone else.
Just in contrast, my brother & I bought 2013 Pros. After 10 mi of riding his drive-shaft broke. We were upset for sure. When we got off the Mtn, we called our dealer (Allsport Polaris in Spokane,WA). The service manager told us he was really sorry this had happened. He told me to bring the sled in first thing & he will do whatever it takes to fix the problem as fast as possible, assuring us Allsport & Polaris will stand by their product! Were we annoyed the new sled had issues, yes! But I was also very impressed with Allsport and there absolute willingness to not only fix my sled but do it as fast as they possible could so i can be back on the mountain riding! I appreciate great service!!!
Here is the condensed version:
Took my 2012 Pro-RMK to Van Amburg Enterprise (VEI) to have their Boondocker Tunnel kit installed (wanted it done right & figured no one would do better installing this than VEI themselves). Paid extra for powder coating cause I wanted it to look good. Over 5 wks later & after several, oh sorry we didn’t get to it this wk, conversations they finished. Only time i remember getting a call back from them to this point, is when they called to let me know to be sure & bring payment in full when I pick up sled. Oct 19th I picked it up & was told nothing but how they thought it turned out really good. I thought I was good to go. About a month later I sold the sled (bought a 2013).
1st ride track got chewed up from rivets they installed in the tunnel.
Contacted VEI about the problem. Mike VanAmburg told my buyer it was my fault because I somehow “rushed him” & “was breathing down his back” (I patiently waited while he had my sled 5 wks). Mike tells me, my buyer is an idiot for not catching the track rubbing before it chewed it up, so it’s my buyers fault. Also was informed I should’ve installed HIS spacers to keep track from rubbing tunnel, which was never mentioned prior to this. He did offer to send his spacer to my buyer, nothing more.
At this point phone calls are going nowhere so I emailed them, letting them know I was definitely not satisfied & we need to work this out. I offered – AT MY TIME & EXPENSE – to go get the sled (6hrs roundtrip) & bring it to them. Their response: “Scott thank you for the feedback. We will note your experience and build from it. We do appreciate your business and hope your next experience is a better one."
To this point I have been nothing but polite & patient even when I was greatly frustrated. Asked them several times to try & work this out somehow between us. nothing.
After several more phone calls they asked for pictures. Pictures were emailed & they said they would look at them & get back to us. No word back. After calling a few times, got ahold of Mike, just to have him tell me they studied the pictures & determined it was clear to them the track had been damaged from rubbing the tunnel, not their rivets (claimed track rubbed the tunnel from user misalignment of the track). I went back & looked at the pictures again & the base of the paddle has no wear, but the middle is shredded.
I emailed back, letting him know I disagreed with him on the pictures. Offered to personally go take the sled to ANY reputable dealer in the area for inspection - again at my time & expense, unless that dealer concluded the track was damaged from their faulty install. Nothing, not a word from VEI.
So I thought I would post here to let others know what to expect when they send their money to Van Amburg. I hope this doesn’t happen to anyone else.
Just in contrast, my brother & I bought 2013 Pros. After 10 mi of riding his drive-shaft broke. We were upset for sure. When we got off the Mtn, we called our dealer (Allsport Polaris in Spokane,WA). The service manager told us he was really sorry this had happened. He told me to bring the sled in first thing & he will do whatever it takes to fix the problem as fast as possible, assuring us Allsport & Polaris will stand by their product! Were we annoyed the new sled had issues, yes! But I was also very impressed with Allsport and there absolute willingness to not only fix my sled but do it as fast as they possible could so i can be back on the mountain riding! I appreciate great service!!!
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