Matthews Fun Machines

Reviews 3

BR

Brent Hastings

Please read entire post! I bought a bike from here. About 1 month later the head lights started going off and on, then about a week later it completely lost all power. Had to have it towed at my expense. Took it back to MFM to have it looked at and found out they have been having this problem and knew exactly what it was, and that roadside assistance came with the warrenty. None of this was explained at the time of purchase. I didnt have time to get into it when i dropped it off so i let it go until i came back to pick it up. So after i called them several times days later i found out it was ready all except a part for a latch that broke that would have to be ordered that may or may not be covered under warranty. So i had a friend drop me off the next morning on his way to work, i got there at 9am. Well they do not technically open until 9:30 am. I was told i would have to wait until they open. At 9:45 everyone was still to busy pulling bikes out to the front so I went to the sales counter to find out about the roadside assistance and why I was not told about the issue with my bike. I waited and a waited and finally a manager ( i guess) came to the counter, drank his coffee, talked with someone in the back office and walked off, never even made eye contact with me. I couldnt belive it. At this time i got on this review site and gave my first ever review. It simply said "terrible customer service all around, go somewhere else". After i posted the review while waiting. I went back to the service department and they had my bike ready finally. The service guy tracked down the manager that wouldnt help me earlier and i asked him about the roadside assistance. We went back into the office and the manager pulled out my file and handed me the roadside assistance info that i should have gotten when i purchased the bike. I asked him why i was not told about the issue with the bike and he said because they dont know which bikes are going to mess up. Wow! He said sorry one time and that was only because i said it would of been nice to have this roadside assistance info. So i left, they were going to call me when the part for the latch came in. So about a week later i got a call from the lady at the service department. She wanted to know why i posted a negetive review, not that my part had come in! I told her the things i wrote above and that i wasnt happy with what went on that day i picked up my bike. Then she proceeds to tell me that the general manager said they cannot provide me with any more service because i posted a negative review. That i would need to change the review or remove it. Wait, What!! Wow, I couldnt belive what i was hearing. I just had to hang up because i was in a restaurant at the time and i was about to explode. I guess the GM was still to busy to call me himself. I cant believe they actually think this is a good way to deal with a unsatisfied customer. No action to heal the relationship or apology was given. I hate conflict so i did removed my original post a couple days later, but after much thought and talks with others i feel i need to share my experience with other consumers. And weeks and weeks after i removed the original post they never called about the part that was on order. I guess i now have a bike with a two year warranty that they will not service. I stand by my first post. TERRIBLE CUSTOMER SERVICE! GO SOMEWHERE ELSE!

CH

Chip Thompson

Took my 2015 RZR 900 S in for service on 8/1/15 My back right reat is cambered in at the top. I had another dealership look at it, they told me that they could not find anything wrong wit it. I had already contacted Matt in the service department about my issue. When I came in, he remebered me and my issue. He and I looked at my concerns, he quickly saw what I was talking about.. He scheduled to start working on my unit on WED 8/5/15 I will keep you posted. Well so far so good, Matt called today, told me what the issue was, turned out to be something very simple HEIM joints where pre-loading and sticking, they regreased them, checked the camber and the alignment and toe on fromt and rear tires, road it around and re-checked again. We discussed the warrenty policies with Polaris and RPM one, he said he would submit to one or another. RPM One warrenty is the extended warrenty "Diamond" coverage. It covers mostly everything, the key fact, you must stick to your maintance service program and keep all records, or they will come up with some reason not to honor the warrenty. Also, if you are a Polaris owner, call Polaris Corp tell them what may be wrong, or its just for service, they will ask for the dealership etc. They will provide you a case #. Best thing to do, is keep that Reps name, so when u call them, give them the case #, and ask for that rep to call you. They most likely will call you with in a hour or so.Keep them updated thru out the entire process to cover yourself. Matt delivered, found the issue, corrected, showed me where the issue was. He is waitting on to hear back to see if a part could be replaced under warrenty. With out question it should be, I still have 4 monthes under Polaris Warrenty, and have the RPM 1 Diamond coverage warrenty, Will keep you posted on that. Matt called me back, Polaris is going to warrenty the part, he is going to call me when it comes in. Matt called me scheduled me an appt. for a Thusrday, told me I could wait, while they fixed it. Took about an hour start to finish. They did what they said they would, and thats what every one wants. Thank you Matt for doing what you said you would, the 1st time.

MI

Miles Harkey

My family recently purchased a 2015 Can-AM ATV from Mathews Fun Machines. Our salesman, Mr. Brian Dudley, did an outstanding job from beginning to end to ensure the process was no hassle and smooth. His expertise and knowledge of the product was evidenced by his detailed review and educating my wife and I on the right ATV for our family to maximize our experience. As the Business Manager, he repeatedly searched for the best financing options available until he found the one that fit our situation perfectly. He absolutely set the standard in customer service by working with us around our busy schedule to personally deliver our ATV after hours late on a Friday night. Furthermore, when problems were encountered in fitting the ATV on my personal trailer, he again went above and beyond what anyone would have expected and remained there until we figured a way to make it work. He spent an extra hour in addition to all the other time after hours in delivery he had already spent in ensuring my wife and I would have the ATV on Saturday morning for our family to begin enjoying. Approaching midnight on Friday, we left extremely pleased and thankful for his help. Little did we know he had a 0500 wake up on Saturday morning for an all day Mathews Fun Machines media event to manage. Brians outstanding service is truly what I define as dedication to duty and never leaving a man or in this case a family behind. He being a former Marine, I can understand this about him first hand. He continues to follow up with us to ensure we are thoroughly satisfied with our purchase. I will say that I have never been more satisfied with the Can-Am product line and Mathews Fun Machines competitive pricing and service. Above all, My family and I could not be happier with a personal Sales Associate more than Mr. Brian Dudley. His 23 years of experience in this business speaks volumes. Way to go Brian! The bar was set high with me from the beginning and you have already far exceeded it. I will be referring everyone I know interested in any ATV or motorcycle purchase to visit Mathews Fun Machines. Above all, they should ask for you my friend. Semper FI!