Candin Randall

Review of Pro Caliber Motorsports

On 6/28 we brought our 1 year old side-by-side (th...

On 6/28 we brought our 1 year old side-by-side (that we had purchased from them, along with an additional warranty) to their shop because the EPS and check engine lights had come on and the speedometer wasn't working. We were told the speed sensor had 13 fault codes coming up but it was just dirty so they cleaned it off and also highly recommended us doing the 100 hour service for an an additional $550 while we were there. Because neither my husband nor I are mechanics, we trusted their opinion.

5 days later, (we were out of town for a funeral) we got it back home and drove it no more than 500 feet to see the lights come back on and notice that the speedometer still wasn't working. I called them back to notify them of the ongoing issue and was told to bring it back in. Well, after arranging to borrow a trailer, nearly an hour and a half round trip and a quarter tank of gas each way to get it there and back the first time, that was the last thing I wanted to do again so, after some Googling to find out where the speed sensor was it didn't take five minutes for my husband, who isn't a mechanic, to clearly see that the speed sensor was completely broken, hanging on by a few wires. I called them back again to tell them what we found and all I got was a condescending, "I'm sorry ma'am, that wasn't our intention, you need to bring it back in". I asked to speak with the service manager, who I was told was on vacation, so I was told that I would have to wait until he got back in 6 days. In the meantime, I sent pictures to the service writer that I had been speaking too who said he would forward them to his manager and would contact me when he got an answer.

I waited a week with no answer so I called again and both the service manager and service writer were both gone for the day so I left a message for them to call me. I called the next morning at 9:22 but the manager was busy so I left a message. I called again at 10:30 and he was busy. I finally got a call from another service employee an hour later who told me to bring it in. I told her that we had ordered the $20 part and had already fixed it ourselves and that I was extremely disappointed in the service, questioning how well, if at all the $550, 100 mile service had been done and also questioning the quality of service we would receive if we had to use the additional warranty that we had purchased and that I'm considering asking for a refund for the warranty I bought. She told me she would tell the service manager my concerns and would call me right back. An hour later, I'm still sitting here.

My receipt says they had the machine in service for 4.5 hours and no one noticed the broken sensor but my husband who, (did I mention isn't a mechanic?) with the help of Google, noticed it in 5 minutes. Maybe the service techs should learn to use Google. We never really liked the service received at Pro Caliber so we didn't want to go to them in the first place but their selection of machines is great. I'm sorry to say, lesson learned.

Update - an hour and a half later I got a call back from someone in the service department saying that they'll refund our $66 diagnostic charge and they'll refund my warranty but I'll have to come in. I never did get to speak with the service manager and there was no remorse, sincere apology or acknowledgement from then they they screwed up.

Update #2 - Travis, the GM, saw my review and called me right away. He said that he had talked with everyone involved and in the end offered to refund my whole service. I would like to thank Travis for his efforts in wanting to make things right and for making us feel like a valuable customer.