November 03, 2010 at 9:19am
I thought Joe Consumer should be aware of this situation. On October 19, 2005, I purchased an Arctic Cat 4-wheeler from Phillips Arctic Cat. I also purchased an After Care warrenty from Phillips. See, Arctic Cat covered that bike for 2 years then I purchased and additional 3 years of coverage from After Care for a total of 5 years. During those 5 years I have been an advocate for Phillips Arctic Cat. I have one, my brother has one, and just recently, my father purchased one. I have seen Phillips bend the rules to fix other peoples 4 wheelers, including replacing motors, transmissions, axles, etc for bikes that were obviously being abused. You name it, he fixed it under warrenty. Seemed great. I figured I should have no problems getting mine fixed if I had a problem becouse I don't abuse mine. Well, in October of 2007 I began to hear a loud 'POP' when I would turn hard to the right. So, I brought my bike to Phillips. After having the bike for 2 weeks, they said it was fixed. When I picked up the bike and went to load it in the trailer, I heard the same loud 'POP.' I told Phillip that the noise was still there. I was informed that neither him or his mechanic Nick could ever get the bike to make the 'POP' sound. He told me that they checked everything so whatever it was 'it's not major.' He then told me to ride it anyway, so I did. I drove the bike straight to my hunting camp and when I unloaded it it POPed so loud that a friend of mine INSIDE the camp came out and asked what that noise was. Now moving forward to September 22, 2010. I began noticing that my bike was becoming hard to steer, and the rearend sounded noisey. So, I brought it to Phillip. My warrenty was still good until October 19. After a week of having the bike I heard nothing, so I called. They were waiting on warrenty approval. Two weeks, no call. Three weeks, no call. On October 19, the day the warrenty expired, I called Phillips again becouse they had never, not once, called me and sure enough, they said they had heard from the warrenty company and my claim was denied due to normal wear and tear from high milage, 3000 miles. Thats an average of 50 miles a month. The repair was going to cost $580. I told him to fix it regardless. I had to have the bike. Another week goes by without any call from Phillips, so I called again on Friday November 29. Sure enough the bike was ready. I spoke with Phillip and asked what the final cost would be and I was told $580.58. When I went to pick up the bike, the final tally was different. Theysaid they were looking at the wrong ticket. My cost was $650. I was charged 318.25 in labor charges. I wasn't pleased and to be honest, I really don't feel that Phillips was concerned. If you sell me a 5 year warrenty, I expect 5 years of warrenty. I don't feel that he gave any extra effort to try to get my repairs covered by warrenty. Not once in the nearly 6 weeks that they had my bike did they ever try to contact me, and they charged me full price for labor charges which they obviously had control over and could have helped with. Needless to say, my days of dealing with Phillips Arctic Cat are over. They are nice people, but I am not going to pay somebody to treat me like I am insignificant. In five years I brought my bike in twice and I got the run around both times. Don't get me wrong, I really like my 4 wheeler. I would reccomend Arctic Cat and am very likely to by another Arctic Cat, but it won't be from Phillip's.