Quickdraw, I hope you find a dealer that you are as happy with as I am. As any consumer who spends a considerable amount of our hard earned money on our toys as I doo, I would not hesitate to voice my displeasure with inferior results, but if I am presented with an example of good I would not discount it like guyver.
Rexburg motor sports idaho
- Thread starter 800 Dragon 163
- Start date
I have a theory of why the service is so bad at RMS. Ventilation!!! The service desk is right by the shop and i think all of the exhaust from the sleds is getting trapped in the service department. I think they are all nice folks down there but its like they are all stoned or something. Just a little joke but the situation is serious. I need a good dealer and have yet to find one in this area that is a reasonable distance from home. I might have to try star valley.
When my drive shaft broke last year one of the mechanics there was way on the ball but somebody said one of the techs split. i hope it wasn't him. I can't remember his name but i would probably recognize it if i heard it .
When my drive shaft broke last year one of the mechanics there was way on the ball but somebody said one of the techs split. i hope it wasn't him. I can't remember his name but i would probably recognize it if i heard it .
wtf!!!! That is messed up!!! But really I wouldn't expect anything else from them.
I live in Rexburg, frequent, and patronize RMS. Not that it's not been a bit taxing at times overall they have come through. That could be for several reasons. I agree with Idaho Slim - you get a lot more bees with honey than you do with vinegar. I've coupled that idea with plenty of pre-interaction research on this forum and other buddies that are helpful. So, on the complaint side they have room for a lot of improvements but in the end and because they don't have much other choice when I show up armed with knowledge and kindness - I get what I need done and so far done right.
One other observation - I think there was a big house cleaning out there and with good reason and needed. When they opened I'll bet they had 70 plus people on the payroll and all sorts of really nice things that couldn't have made much money. In the end - they need to make money and I'll bet that's been a battle out there. However, now the problem is that all they seem to have are dudes that probably think it's way cool to work there but don't really know much. I can't speak for certain - but boy do I hope they didn't can people the positions that really need to have skilled folks no matter what they cost. For example - mechanics and parts salesmen. I do know they have one good salesman left at least, but I think he's the only one left.
Hopefully there is someone there with the vision to turn it into an organization that's only claim to fame is a great location and cool building.
One other observation - I think there was a big house cleaning out there and with good reason and needed. When they opened I'll bet they had 70 plus people on the payroll and all sorts of really nice things that couldn't have made much money. In the end - they need to make money and I'll bet that's been a battle out there. However, now the problem is that all they seem to have are dudes that probably think it's way cool to work there but don't really know much. I can't speak for certain - but boy do I hope they didn't can people the positions that really need to have skilled folks no matter what they cost. For example - mechanics and parts salesmen. I do know they have one good salesman left at least, but I think he's the only one left.
Hopefully there is someone there with the vision to turn it into an organization that's only claim to fame is a great location and cool building.
I have never been or heard of this dealer let alone live anywhere close but I thought I would say that even if only 1/3rd of this is true I would never even risk bringing my investment there.
Already found one.
I found a great dealer about 5 years ago just up the hill from RMS. Island Park Adventures in Last Chance has always been a very fair shop to deal with for sales and customer service. 2 years ago they hired the best, most knowledgeable mechanic I have ever worked with. That is why when so many people have been posting horror stories about their XP's, we just rode all year and listened to the soap opera. In all the reading I do on the sled sites I think too many of the problems that are posted go back to a poor dealer. So when this thread responds that problem I just shake my head.
I would like to see them get things turned around and see people posting about their stellar sales and service. It would make everything better for all sledders in SE Idaho.
I found a great dealer about 5 years ago just up the hill from RMS. Island Park Adventures in Last Chance has always been a very fair shop to deal with for sales and customer service. 2 years ago they hired the best, most knowledgeable mechanic I have ever worked with. That is why when so many people have been posting horror stories about their XP's, we just rode all year and listened to the soap opera. In all the reading I do on the sled sites I think too many of the problems that are posted go back to a poor dealer. So when this thread responds that problem I just shake my head.
I would like to see them get things turned around and see people posting about their stellar sales and service. It would make everything better for all sledders in SE Idaho.
That's great that they stepped up to the plate on this one, but if you don't mind me asking what exactly did they do to compensate for 9 months without a sled. With the way sleds depreciate so fast that would have to be atleast $1500 plus fixing the sled, maybe I'm off base on this one, but if they were really the cause of the sled being down for 9 months isn't that the better part of a season?
M
mcgyver
ACCOUNT CLOSED
In your opinion....!!!!!
I have not based my opinion on RMS from one or two encounters and I believe it is a fair assesment on there abilities to get it right.
my doubts about them changing all of the sudden because someone posted a thread about there lack of service and screwing over customers time and time again, is based on the fact that I have seen it all before...........
they do what they have to do to make it right to let the thread and the spotlight on there lack of customer service die!!!!! You can't change stupid!!!!
I did not start this thread, but I will be damed if I will not add my two cents on my experiences, because there are many.......too many!!!!!..... Like I said earlier, I don't expect much, but I won't deal with charges for warranty work, so if in your opinion, that makes me a dope.....so be it!
luckily i don't have an xp, i have the wonderful 07 clutch problems...my dealer in north idaho has done alot for me. would buy another sled from them if i was in the market for another doo....with that said i don't know if i want another doo.....
slim...don't get upset because others feel different than you do. it's their opionions, and well they have their right to it. the only thing that i see in this thread is about 30 people who have/had problems with rexburg, and you the only person who has something good to say....in our wonderful "obama" ran country were we will be wearing turbans soon...it is still majority rules...the mass has spoken and they seem to think that rexburg sucks. oh and congrats on your ram!
once again i don't deal with them, i'm just an outsider who got entertained by this thread.
slim...don't get upset because others feel different than you do. it's their opionions, and well they have their right to it. the only thing that i see in this thread is about 30 people who have/had problems with rexburg, and you the only person who has something good to say....in our wonderful "obama" ran country were we will be wearing turbans soon...it is still majority rules...the mass has spoken and they seem to think that rexburg sucks. oh and congrats on your ram!
once again i don't deal with them, i'm just an outsider who got entertained by this thread.
B
Bubba700
ACCOUNT CLOSED
Its been mentioned, but for doo, Go up the road to Island Park adventures, they test setups and the doo guys I ride with swear by them. Poo Action in IF has been good to me. Cat, heard good things about Racing Station not to far from here, havent dealt with them yet but looks like I might in the near future.
From rms service
I have decided to come onboard SNOWEST forum to be a part of the community and to address in a fair and civil way the disputes, wrong doings or complaints of RMS's customers or former customers and to hopefully give back some valued advice and information. Having only been the Service Manager for RMS for a short time I can tell you its a big challenge, having during the busy months 500-800 machines come through your shop you will have the occasional unhappy customers. Mistakes happen as they do with anyone or any business. We do our best to limit the problems and will continue to strive to be the best at what we do. We have very smart and knowledgeable mechanics who some of you know very well do a great job. While manufactures delays in parts availability (as you know they stop making snowmachine parts during the spring and summer) can cause delays in work I believe if you look at us now you will see we do work in 24-48 hrs when parts are available. We do make mistakes, I won't say we don't but more than not we do a good job and are getting better all the time. We have a firm commitment to being the best. Regards
I doubt that....
this thread will die and move back page after page, and soon enough people will forget about it.......but one thing for sure, RMS service dept. will continue to be the shining example to companies wanting to learn how NOT to operate
I have decided to come onboard SNOWEST forum to be a part of the community and to address in a fair and civil way the disputes, wrong doings or complaints of RMS's customers or former customers and to hopefully give back some valued advice and information. Having only been the Service Manager for RMS for a short time I can tell you its a big challenge, having during the busy months 500-800 machines come through your shop you will have the occasional unhappy customers. Mistakes happen as they do with anyone or any business. We do our best to limit the problems and will continue to strive to be the best at what we do. We have very smart and knowledgeable mechanics who some of you know very well do a great job. While manufactures delays in parts availability (as you know they stop making snowmachine parts during the spring and summer) can cause delays in work I believe if you look at us now you will see we do work in 24-48 hrs when parts are available. We do make mistakes, I won't say we don't but more than not we do a good job and are getting better all the time. We have a firm commitment to being the best. Regards
RMS_Rob...Welcome!
I bought an XP last winter and have not had any issues, I want to thank
Slim though, I'm working out-of-state and he took my XP in with his and
had the updates done. (Slim, maybe you should be hired on as a consultant!)
I have not personally had any issues with the parts dept either.....
However, a friend of mine has not had good luck getting his used sled
worked on there, it was there for a couple months this summer and when
he went to get it, it had not been touched....
The salesperson that I bought my XP from quit last summer, I don't think
he saw eye to eye with the Mgmt on some issues....
I know there has been a turnover of both mechanic's, sales people, and
management in the past few years so there may be some improvements.
In this competative business if their reputation doesn't improve, they will
be gone.
I bought an XP last winter and have not had any issues, I want to thank
Slim though, I'm working out-of-state and he took my XP in with his and
had the updates done. (Slim, maybe you should be hired on as a consultant!)
I have not personally had any issues with the parts dept either.....
However, a friend of mine has not had good luck getting his used sled
worked on there, it was there for a couple months this summer and when
he went to get it, it had not been touched....
The salesperson that I bought my XP from quit last summer, I don't think
he saw eye to eye with the Mgmt on some issues....
I know there has been a turnover of both mechanic's, sales people, and
management in the past few years so there may be some improvements.
In this competative business if their reputation doesn't improve, they will
be gone.
Rob,
I was the one that started this thread. I would like to thank you for coming on board and saying that. I would also like to thank you for what you did for my buddy. It does show that you guys down there care about your reputation. I just hope that in the future RMS won't let things get out of control like my buddys deal did.
Thanks Again!!!
Rob, Welcome to the forum, I hope that you had nothing to do with the above listed incident because that is SERIOUSLY AFU ! IMO it is very stand-up for you to come on the forum and address the issues and hopefully resolve the differences. I hope you get the place whipped into shape and good luck. One note tho, most of the guys on here are hard working honest guys, and if you don't jerk them around they will bend over backwards saying nice things about you and the dealership just as they do when you screw up.
M
mcgyver
ACCOUNT CLOSED
how very true.......
I have nothing but great things to say about your sales dept.... Jay has always been excellent in that area...to bad we just can't buy them and never need service right?
Parts deptartment has been for the most part very good as well....The only issue I have ever had with parts is the lack of mineral oil in gallons..... but that really isn't your fault....... like you said, sometimes things get backordered...
when I comes down to it, service is all we (as in your business and mine and any other business) have to offer, and If we don't provide it.... .our customers will take those hard earned dollars elsewhere. I can buy my toys and gear anywhere....It's the after the sale treatment that helps make my decisions from now on!!!!!!
I do hope you get it figured out, and I personaly wish you the best in undertaking that job......I will wait and see......One thing for sure though, I should have never had to take my 07 XRS to another dealer to get it to run right... after 3 months and 7 or 8 visits to RMS, the last 3 in a two week period, and almost $200 out of pocket for warranty issues that didn't get solved, I bought my 09 xpx up the road
Ive only dealt with RMS a few times, last time was I think June of 2007. A couple of friends of mine, my brother and I came to St. Anthony to ride the dunes and on the first day my brothers throttle cable on his KTM got really chewed up by the sand. Well, there was no KTM dealer in town that I was aware of so we went to RMS to see if we could match it up as best we could. Instead of saying nope, we don't have parts for your bike, the parts guy took our cable and looked though what they had and found one that came pretty darn close. I haven't dealt with the service guys or the salesmen, but the dudes in the parts department are great in my book.
the hard part of running a business is dealing with the unsatisfied customer and how you deal with damage control, Rob I applaud you for coming on here. I was about to start a thread in the other sections and link it to here to see how many other customers from other brands we're unhappy, but if you're trying to be proactive and stop the pain then why keep heaping it on. I hope you get it straightened around, you no doubt have a few loyal customers but it's the unhappy ones that are going to do the damage, close to 2000 hits on this thread is a lot of negative advertising. Good luck in the future.
I'm a lifetime resident of the Rexburg area and I ride with a lot of locals. RMS is a great showroom for toys, but there has been much to be desired in all areas (sales, service, parts and managment). Too big? Possibly. I think the problem starts with management. I do know one of the owners and I've personally given my opinion. It's awkward to ride with an owner yet have another dealers sticker on your sled or dirtbike. Even more awkward is that nobody else rides and RMS sled or dike. Bottom line, there is need for improvement and I hope they are on the right track. I've been lucky enough not to have had any personal issues with RMS. However, I've only ever bought registrations and one pair of riding boots from RMS. There are a lot of experiences that I know of from others that were not positive.
I did witness a 17 year old kid who bought a brand new 2006 CRF250 and took it directly to the sand dunes after he bought it. I ended up finding this kid stalled out on the sand 1/2 way to choke. Turns out the bike had very little oil in the motor and it locked up. A buddy of mine rode back to get a 4-wheeler so we could haul the kids bike back to his truck and while waiting I was curious to see if the air filter was oiled. It was dry! Random mistake? Dealers fault? Kid's fault? The kid should have checked over the bike prior to riding, no question. I've bought 7 CRF's from Bill's Cycle in Idaho Falls and they've all been prepped (by a certified Honda tech) and ready to ride before I could take them out the door. This kid was from Idaho Falls and I helped him load his bike and I hauled it back to RMS on my way hom. Sadly,this poor kid took the bike back to the salesman and got the shame-shame speach from the salesman and service man. It was an expensive lesson learned. I was there and mentioned to both RMS employees that they need to offer a maintainence walk through to young buyers/riders.
I felt that RMS should have ponied up and covered at least 1/2 of the cost of the repairs. Maybe they did, I don't know how this ended. At the end of the day (from my point of view) it's been better to drive a little and reduce the risk of having a bad experience. I ride with a lot of guys (both sleds and bikes) and there is a lot of money that could be spent at RMS that isn't. I'd love for them to get things turned around. I know they are aware of the negative image and hopefully the right pieces are in place to get things fixed. But I'm waiting for a thread that reads much different than this one before I spend my money and most importantly, risk the chance of my time relying on good and complete service.
Good luck to the new Service Manager......The sales staff will continue to sale the products, but your team will play a bigger role in seeing that the sales staff sales to a repeat buyer. Good luck partner!
I did witness a 17 year old kid who bought a brand new 2006 CRF250 and took it directly to the sand dunes after he bought it. I ended up finding this kid stalled out on the sand 1/2 way to choke. Turns out the bike had very little oil in the motor and it locked up. A buddy of mine rode back to get a 4-wheeler so we could haul the kids bike back to his truck and while waiting I was curious to see if the air filter was oiled. It was dry! Random mistake? Dealers fault? Kid's fault? The kid should have checked over the bike prior to riding, no question. I've bought 7 CRF's from Bill's Cycle in Idaho Falls and they've all been prepped (by a certified Honda tech) and ready to ride before I could take them out the door. This kid was from Idaho Falls and I helped him load his bike and I hauled it back to RMS on my way hom. Sadly,this poor kid took the bike back to the salesman and got the shame-shame speach from the salesman and service man. It was an expensive lesson learned. I was there and mentioned to both RMS employees that they need to offer a maintainence walk through to young buyers/riders.
I felt that RMS should have ponied up and covered at least 1/2 of the cost of the repairs. Maybe they did, I don't know how this ended. At the end of the day (from my point of view) it's been better to drive a little and reduce the risk of having a bad experience. I ride with a lot of guys (both sleds and bikes) and there is a lot of money that could be spent at RMS that isn't. I'd love for them to get things turned around. I know they are aware of the negative image and hopefully the right pieces are in place to get things fixed. But I'm waiting for a thread that reads much different than this one before I spend my money and most importantly, risk the chance of my time relying on good and complete service.
Good luck to the new Service Manager......The sales staff will continue to sale the products, but your team will play a bigger role in seeing that the sales staff sales to a repeat buyer. Good luck partner!
Alternate Ski Doo Dealer
Interesting thread, I just wanted to say that an hour or so down the road is a great dealer. Frank May Ski Doo in Honeyville, UT. This is a family owned and operated business that takes an extra effort to keep their customers satisfied, when I call them for parts they normally have them in stock, when they don't they have always shipped them to my home within a week. My brother was having problems with his older sled, he took it to them and they repaired it while he waited. a dealer closer to his home quoted 7 to 10 days to fix the problem. Needless to say when we buy new sleds we give them our business, they have earned it.
Interesting thread, I just wanted to say that an hour or so down the road is a great dealer. Frank May Ski Doo in Honeyville, UT. This is a family owned and operated business that takes an extra effort to keep their customers satisfied, when I call them for parts they normally have them in stock, when they don't they have always shipped them to my home within a week. My brother was having problems with his older sled, he took it to them and they repaired it while he waited. a dealer closer to his home quoted 7 to 10 days to fix the problem. Needless to say when we buy new sleds we give them our business, they have earned it.
lol, the "or so" ----> Total Route176 mi 2 hrs 33 mins
"Honey I will be back in 6 -8 hours, just taking a little jaunt down to see the snowmobile dealer to get a bolt & belt .........."
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