ComplaintsforRideNow Powersports Jacksonville

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once again half of my service was complete. I brought in my 2023 tidewater 2700 ************ for its 100 hour service. Trailer needed service and trolling motor warranty service from where dealer mounted. **** and ***** also stated they would wash the boat after I offered to do it myself.Go to pick up boat nothing is done to trolling motor. Have to pay an outside source 500$ to clean boat and my trailer bunks are not even touched. I go to take the boat out and the trolling motor plug almost catches on fire with my kids on the boat. This will be the third time they have had to change wiring they have done or a plug issues. As well I fixed my own trailer and now they have to have the boat back because they did not reset anything after the 100 hour service. They have caused interior gel coat issues due to not having any covering on floor or sides of boat while using tools and causing multiple issues with boat.All this dealer cares about is what your spending money on and nothing about what they said they would do.To add to this I have been waiting since September for the dealer to approve gel coat work as well and had to go and take my own time to get multiple estimates for this dealer. Still nothing done.I have given this dealer multiple chances to stand by their word and make it right which it seems they will never do.

  Business response

  05/23/2024

  The General Manager of the dealership assisted **************** with checking his boat into our service department. He does not recall anything being discussed about servicing bunks or the trolling motor. Also, because the ** was familiar with ****************, this boat, and prior issues, he expedited servicing priority to get him closed out faster hoping to avoid further issues. 

  Customer response

  05/27/2024

  Once again this is about multiple on going issues and the fact that the dealer will not honor the warranty on the Boat. The general manager called and asked me to please remove my review and then he would help me with my warranty claims. Once again I have not heard back from the dealer and they are avoiding answering me. I have texted *********************** the general manager multiple times. NO REPONSE STILL .

  Customer response

  06/11/2024

  I talked with the service director as well as the general manager in the parking lot. Both stated they would wash the boat, both where made aware of the trailer and the trolling motor. I have text messages as well I have now had a local dealership and service technician go through the boat and look over ridenows work and re affirming the fact they did shotty work on my boat. As well they have not addressed or fixed any issue with the gel coat as they stated they would. All the general manager has called me for is to ask me to take down bad reviews and to close out this BBB complaint. They have had multiple chances to make this right through 2 boats now and have failed to do so. There bad reviews clearly show their lack of care for customers after the sale is made. I have had to spend money out of my own pocket to help this dealer achieve warranty issues that should have been fixed at no cost. 

  Business response

  06/11/2024

  We have reached out to the store location who performed this work for an update on ******************** concerns. We wanted to clarify that this complaint was filed under our RideNow Jacksonville location, but the store referenced in the customer's complaint is actually our ******************** ********** location. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 31 may 2023 I purchased a motorcycle and on the invoice was a $999.00 charge for a gps unit and service. After several attempts to have the motorcycle delivered on june 12th I drove up to the dealer to find out the bike was ready. I took delivery at that time. I was handed the box a gps unit comes in and was told that was my gps. I had no issuse connecting to that unit using the app but quickly noticed it was still at the dealer and not on the motorcycle. I then noticed it had tracked to a location on the west side. After numouse attempts to get this handled I finally was able to get ride now to install the gps on June 24th. As of tonight I ha e not been able to get ridenow to activate the subscription that was paid for. At this point they can activate the subscription or remove the gps and refund the $ 999.00 they charged me for it.

  Business response

  07/07/2023

  We have been in communication with the customer related to his concerns and feel this issue is now resolved. The GPS product our dealership offers is not hard wired to the vehicles. We provide a GPS unit that our customers can place on their vehicles and self register online. We were more than happy to walk the customer through that process.

  Customer response

  07/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: At no time did Ridenow  offer to help. However, I did receive a refund after numerous attempts to get this settled. maybe Ridenow should accept responsibility and stop their crap.

  Regards,

  **** ********

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We received our brand new boat on a Sunday evening, took it out on Monday and noticed the motor display would not display any information besides the battery and fuel levels. Immediately reached out to the dealer and was told a wire must have come loose and it worked on their water test. Returned the boat to the dealership on Thursday for a Friday morning appointment and they can’t find out what is wrong. They said they changed out the display prior to delivering the boat to us, they didn’t indicate what the issue was with the original display. They said they have reached out to ********* to get the wiring diagram for our boat, as apparently there are more wires than normal, they say they haven’t received a response. For reference we signed paperwork on May 13. We didn’t receive the boat until May 28 as that is how long it takes to install a depth finder. We took the boat out on May 29, returned it to Ride Now on June 1 and here we sit on June 21 with no update and no working boat. After 3 weeks at the dealership with no updates we decided to pick up our boat today, so we get to figure out what is wrong with it our selves-nice right?! Love the benefit of a BRAND NEW BOAT! As of this an amazing experience in and of itself, a very large scrape is now on the side of our boat-it wasn’t delivered to them with this huge mark on the side!!!!

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a four wheeler about three weeks ago., ******* ********** **** payed over 5k for the insurance and 13k for bike rode it for two days and I was riding on my street paved road and the engine starts clicking and shuts off on me I then push it home and take to ride now they said it was nothing we did they have seen this problem with the same four wheeler before we’ll now it’s three weeks later and they still have my four wheeler not contacting us ignoring our calls this is not right if someone can please help with this situation

  Business response

  03/01/2023

  Mr. *********** issue is primarily a contract dispute with a third-party warranty company regarding coverage for the needed repairs.  We are currently working to assist the customer with the claim and will continue to advocate on customer's behalf.

  Customer response

  03/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: we bought a used Atv from ride now Jacksonville., I rode it for two days and the engine and transmission locked up on me., The service department said the bolts on the engine was not tightened to code which he said is not our fault he has seen it the same type of problem with same Atv before at their shop which I have on voicemail..,  I paid $1,000.00 dollar service fee to make sure that Atv was good to go before driven not a thousand dollars for a oil change and spark plugs., bottom line they bought a used broken Atv sold it to us we had it four two days and engine and transmission locked up we payed for all the extra coverage for peace of mind as stated on contract for any mechanical defaults which would be ride now in jacksonvilles service department for not assessing the Atv correctly before being sold.

  Regards,

  ********* *********

  Business response

  03/15/2023

  It is our understanding that this issue has been resolved directly with *** **********

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company you'd me bike was ready we go to purchase bike and them the bike is not ready had to wait 2 weeks to get it because they needed a part to get it to safety standards so when we finally get it. They lost the tag and the tag light didn't even work had to take it back they fixed that but then rode it 1 time and the clutch just broke that should never happen so we took it back to ridenow for them to fix because we just bought it. They tell us we laid it down and wrecked which we did not it was already like that we bought a used bike and they know this and we have literally had it 2 days and they are not wanting to fix the issue

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  08/26/2022

  *** *********,

   

  Hello, my name is **** ******** and I am the general manager of RideNow Jacksonville. I recently received your Better Business complaint regarding your purchase at our location. First off I would like to apologize for the lack of communication and response to your questions and concerns. This is by no way how we intend to business and treat our customers. 

   

  It is our process to verify any check with the lending institution or bank. This is to protect our consumers as well as us as a business. There were 3 separate phone calls made to Navy Federal to verify your check, all of which had the same result. It wasn't until an officer from JSO got involved that Navy Federal was able to give us the correct information. I can understand how frustrating and embarrassing this could have been for you. It was definitely not our intention to make you feel any way other than excited to purchase your new Ryker. Once we have been told 3 separate times that the check is fraudulent, we have no other choice than to follow our protocol at that time. 

   

  I have attached some copies of paperwork regarding your concerns with the numbers. The initial worksheet you were presented had a total out the door price of $21,194.32, which included $2,482.94 in accessories and labor. I also see there was a military discount written next to the total price of $21,047.73. When I flip that worksheet over then I see a little more negotiation where you ended up agreeing to a $20,800 out the door number. Attached also is the repair order breakdown of your accessories and labor. The signed bill of sale has the accessories and labor of $2,482.94 split between the "INSTALLED PARTS/LABOR" field in the amount of $1,239.94 and the remaining $1,243.00 in the "BASE PRICE". Yes, the base price of your Ryker is $13,499, so if you take the $14,342.40 amount in the "BASE PRICE" line, minus $1,243.00, that would give you a unit price of $13,099.40, thus showing a discount on the unit.

   

  Also attached is a unit history report directly printed from BRP. This shows all of your registration information as well as warranty expirations and outstanding recalls. Yes, there is an outstanding stem bolt replacement recall on your Ryker. You should have been notified by BRP via email and/or mail. If your Ryker is still here in the area, I can make arrangements to have the unit picked up,get the recall addressed and returned back to you. If we do in fact pick up your unit, we can then also complete your pre delivery section in your manual. If in fact you did take your manual out of the country, I can get a replacement manual, fill it out and send it back with your Ryker.

   

  I do see that your initial tag you were issued was set to expire 9/24 but when we had to expedite your title somehow a different tag was issued with an expiration of 9/22. I do apologize for the mixup. You were charged $161.25 on the bill of sale, the actual cost was $132.05. So you should receive a refund check from us for $29.20, if you haven't already. Also, I can go ahead and extend it another year at no charge incurred by you if you would like.

   

  I hope this information clears up your questions and concerns. I am happy to help you personally moving forward. Again, I do apologize for your experience you have had here at our dealership. 

   

  Customer response

  09/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The complaint was sent to you three weeks ago, 3 Aug 22.

   

  I understand the process and protocols which you all had to take regarding the mistake with Navy Federal. There were not three separate phone calls as the finance manager that was taking care of this, who then apologize to me while the actual finance manager was out stated he contacted them once and was told to void the check. Either way, as indicated before it was what was supposed to be an exciting time for me turned out to be an absolute embarrassment among other things.

   

  I have attached copies of the paperwork as well regarding the numbers. The initial worksheet you have attached is what I requested and was told I could not have a copy as it was for your records only. Also, I had to request another Bill of Sale for me to ship the Ryker as it was not annotated on the Bill of Sale the color, or deal number, and my email was wrong as it was listed as Gmail instead of AOL.

   

  For the safety recall regarding the Handlebar Stem Bolt Replacement, this recall came out on 14 Jul 22, and you all were AWARE that I was shipping the Ryker overseas where I am currently stationed. The Ryker was not picked up at RideNow to be taken to the port in South *****ina until after closing business. Therefore, you could have fixed this recall, but you made the contentious decision not to; leaving me to deal with it once the Ryker is received on my end!

   

  You also are AWARE that I have taken the manual with me, and I would DEFINITELY like for you to send me another one with the information completed within it. I will provide my APO address for you to send at the end of this reply.

   

  To add misery to the wounds I received the Hexis Performance Battery Charger and Maintainer 6v or 12v. However, when I arrived back at my duty location, I finally opened the box last Sunday, 21Aug 22 to discover the power charger was the only thing in the box, not the black and red charger that goes on the battery. Therefore, I made a purchase on Ebay for $15 plus $10.90 for shipping and handling, totaling $24.90. It is currently being processed through the Chicago International Distribution Center as Chicago and New York are our main hubs when ordering stateside goods to be shipped to military APO/AP/FP addresses. I will attach the bill for reimbursement from you!

   

  As far as the refund tag, I have not received it as you may have mailed it to my brother’s address, and yes, please extend it another year at no charge and mail it to me. Again, I will provide you with my APO address at the end of this reply

   

  The information, questions, and concerns could have been easily addressed instead of being ignored as hard-earned money was spent at this dealership. It is very clear that some of your employees need effective training in customer service, etc. I understand everyone does not know all the answers, but they can be researched by simply asking a colleague that may have a little more knowledge and experience. This is simply common sense, but common sense no longer exists, and I am not sure how or what you mean by you are happy to help me personally moving forward?

   

  My address to send the following: Filled out Replacement Manual, License Tag Refund, and Battery Refund is:

   

  *** ***** *********

  *** ** *** ***

  *** ** *****

   

   

  Regards,

  ***** *********

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought my Polaris January 24 2022. Sales transaction went pretty smooth but being from NC I ask them about being double taxed and they said no 1/2 NC 1/2 Fl taxes. I even ask for the sales manager to put that in writing (he declined) wonder why? This is where things go terribly wrong. Living in NC it should have been a NC title but some how they titled as Florida. The NC DMV will not license the Polaris because of their mistake. I called Ride Now and asked for the MCO that the NC DMV required for a licensed plate. I was told that they had sent the paperwork(MCO) to the FL DMV and it had a Florida title. Went back to the NC DMV and they talked with" *****" while I was there and they told her that they could not do anything without the title or MCO and dealership had to fix the mistake. ***** then called the finance company and they said they would send a form for the NC DMV to fill out and send back to them. 2 weeks later I got the form and the NC DMV said this was not and official form and it would not work to get a new title. They then recommended I get a DMV inspector come out and look at the vehicle and have a "bonded and insured title" done. Now I've had this Ranger for 5 months and I still can't get a license plate for it and this is the only reason I bought this particular machine and went to FL to get it. I have a 30k dollar lien on a machine that I can't tag because of their mistake and nobody at Ride Now will do anything other than tell me they are working on it. I also paid 100% of the taxes in FL verses 1/2 in NC and 1/2 in Fl like I ask about before purchasing it. (2500.00) and if the title every gets fixed I have to pay an additional 900.00 to NC.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a boat from this dealership on august 2nd 2021 and it started off wrong. I had to go back the following day to pick up all of the financing documents of which they had the wrong name but right address and wrong boat on the documents. So since then I have had multiple issues with the boat which I understand can happen however the boat has spent more time at their dealership than at my residence. Why? Because it’s waiting for gel coat repair for the most part. The last time I took it in was the 28th of December and they still have it. The gel coat has been fixed according to them however it’s missing a pump for the forward livewell. I was charged a dealer prep fee which I would think would be to verify all systems work properly so if the did it they would’ve know before I took delivery that the pump was missing. I found out on our trip to the keys that the livewell didn’t work. I also had the 10 hour service done right before we left on our trip and since it would be in salt water I wanted to verify how to rinse the engines but when I hooked it up one engine had no cooling discharge. After they did the 10 hour service they should have run the enshrines to verify no leaks and they would’ve seen the lack of discharge so once again I was charged for something that I have no clue if it was done. I know they didn’t check it for leaks because there was a kinked line that was very obvious

  Business response

  02/25/2022

  *****,

   

  Here is our response on the matter.. Thanks,  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Wellcraft 262 Fisherman from RideNow Powersports in Jacksonville, FL. I live in **** **********. This is a brand new boat and total purchase price was just shy of $200,000. I signed all the paperwork on 1/11 and wired the required funds. The boat was supposed to be delivered to me on 1/14 in brand new/clean condition with everything required including manuals and registration numbers. On 1/13 I was told they could not deliver it on the 14th and that the boat needed to be cleaned and detailed. The boat was finally delivered on on 1/21 and was in absolutely disgusting condition and had damage to it. Both the delivery person and I documented the condition with photos and separately called the dealership. The boat was covered in mildew, had some cosmetic damage to it and had trash left in it. The required manuals and registration numbers were also missing. I took delivery of the boat based on the my conversations with the dealership that they would immediately have someone down to clean the boat, repair the damage and provide the materials. It has now been 3 weeks and none of that has come to fruition. I keep getting told they are working on it, they will get to it but, they have not provided any firm resolution or timing. I am looking at several thousands of dollars if I need to hire another party to clean the boat properly, repair the cosmetic damage and figure out how to obtain the required materials. I am looking for them to either provide the services they agreed to or, provide financial compensation so that I can have the work done.

  Business response

  02/23/2022

  In response to ID ********

   

  I have personally been in contact with *** ******* ** concerning the issues with the purchase of the Wellcraft 262 Fisherman. We have agreed to absorb all expenses incurred in detailing and repair of gel coat as per *** ********* request. Work is currently being done by the choice of the *** ******* as it is not logistically feasible to manage the cleaning and repairs at our location given the distance.

   

  Thank you,

  **** ********

  General manager

  Ridenow Jacksonville

  Customer response

  02/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******* ** ******** ***

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩