My story begins in February, the 22nd to be exact. My friend Jason had ordered a 110cc ATV a few weeks before and we had nothing but fun riding his ATV, so I decided to order one as well. Jason was so pleased with his he then ordered a 250cc for himself one week prior to me ordering mine, his order was placed on the 15th of February. I received my ATV in a crate on March 4th. Assembly was very easy and we had it running within an hour. Jason still did not have his 250. He called to find out the status of his order and was told that all new sports did not have his ATV in stock and it was on its way from the distributor in California and should be in by the 27th of February and that all new sports would assemble, start and check his ATV before delivery to make sure everything was ok. The 27th came and went with no quad so Jason called to find out the status, Carl the parts manager said that the quad was in but it had a broken foot peg and they had ordered the new part and would put it on before delivery. When my quad arrived in the 4th Jasons was not with it, he called and Carl then told Jason that the peg was in but that they could not get the quad running and the were in the process of repairing it and it would be done and delivered on the 7th of March. Well the 7th came and went with no quad another call was made, carl had no idea what was wrong and the were changing wiring harnesses to try to remedy the problem. After another week of waiting Jason made a countless number of calls and all he had to show for it was a runaround. The whole time Jason had his problem mine started as well. After a few hours of riding my quad would stall after it warmed up maybe 20 minutes of riding, we called Carl again and he told us to swap the coil wire from Jasons 110cc and put it on my 110cc and that should take care of the problem, we did as instructed and it did not alleviate the problem. Another call to Carl and we were to swap coil packs, again same problem, mine would stall out and Jasons with my coil and coil pack ran just fine. ANOTHER call to Carl had us swapping carburetors and again nothing. So on Saturday March 15th we went to Newton (we live in Topeka, 2 hour drive) to drop off my ATV for repair and for Jason to address his problem of paying for and not receiving his 250 that he ordered three weeks ago.
We arrived at around 10 am and Carl answered the door. We took my ATV out of the truck, described the troubles and carl said it should be an easy fix as the 110ccs are a very good engine and they would call me as soon as it was repaired. We then moved to Jasons problem. When Carl opened the shop door the first thing we saw was a 250cc ATV on the jack stand, no rear tires, wires hanging everywhere and dents and scratches on the upper and lower a-arms, this was to be Jasons quad. After looking it over Jason said that he would not accept it as it look to be a used with new parts ATV. Carl said thats the way it came to them and that most of the quads have some damage due to being shipped from china. Jason said it was unacceptable and wanted to speak to Bao (aka Brian) the owner. Well Carl had told Jason on many occasions that Bao was aware of the problems they were having and that they were going to make it right with Jason. We asked that Carl call Bao in front of us so we could hear from Bao what was really going on. Of course bao was not answering his phone or Carl was not dialing the right number because he never got an answer via cell phone.
What Jason wanted from all new sports was for them to order a different quad as he didnt want the one in pieces to be his and Carl said that decision would have to come from bao. Just then Sarah the customer service manager staggers in with an obvious hang over and a give a shit attitude and proceeded to be extremely rude, condescending and belligerent about the whole situation telling us her story of her car that shes owned for 6 months but has been in the shop three months for repairs so she knows what its like to own something but not have it to use it. After much debate they gave Jason a refund.
Then Bao walks in. Jason asks Bao if Carl had talked to him about what was going on and Bao said no. So one of two people were lying right in our face. Jason said that if they wanted to keep his business all new sports would order another 250cc ATV which Jason would pay the $1200 list price if they gave him another 110cc ATV, of course Bao said no because they only make $89 on each quad they sell and they make their profit from the warranty, funny thing is Carl told us that they get screwed on parts. Once again another lie. We continued our heated discussion and Bao said that for all of our inconvenience that after my ATV was repaired all new sports would ship my ATV back to me so I would not have to make another trip down to Newton. We agreed and left for home.
On the way home I wished I would have asked for my money back as well because of the way we were treated but my daughter loves the quad so I thought it would be better to keep it.
A week had gone by and I had not heard anything from all new sports so I called to find out the status, Carl said they were working on it and it should only be a few more days. I told them to keep in contact to let me know how things were going.
I made lots of calls and sent many emails and still no response. Then the third week of April a message is left on my machine at home from Carl. Im thinking that he called to say my ATV was ready and wanted to set up a delivery time. I was wrong.
Every time I called I got a busy signal or someones voice mail so I ended up sending e-mail, it takes two days to get a response but its better than nothing. What Carl was calling about was that they had replaced some parts but that the battery was no good and they were going to order a new one.
New battery arrives and is installed but they want me to come pick it up. I tell them no, that wasnt the deal, they needed to deliver it to me just like Bao told me they would do. Two more weeks go by with no ATV Ive sent sales, parts and customer service email asking for help with no response so I send this email.
Sara, maybe you can help with this situation. I have to initiate most if not all the communication between your company in regards to my ATV. I brought it down for Carl to repair March 15th and Bryan was also there and told me that someone from your company would deliver my ATV back to me as soon as it was repaired. Well you all had it for five weeks waiting for parts and when it finally was finished (over two weeks ago) suddenly you dont want to keep your end of the bargain. I cant even begin to express my disappointment, anger and total disrespect I feel right now. All I have wanted from this whole ordeal is for Allnewsports to be honest and communicate to me what was going on with repairs to my ATV but like I mentioned before I have to initiate the conversation. I feel I have been more than patient with this matter but I am reaching my breaking point. I want someone from your company, be it Carl, Bryan or even yourself to call me so we can resolve this matter. Im not trying to pull a fast one or trying to get something for free, I just want you to follow through with what you promised me 7 weeks ago.
I will be available from 7am to 11am or 12:30 until 3 today. My number is
And this is what I get back:
From: [email protected] [mailto: [email protected]]
Sent: Monday, May 05 1:41 AM
To: Sanders, Scott
Subject: Re: please contact me
Mr. Scott,
my tech has tried to inspect the ATV, to make sure it is running fine after the new battery was installed, and the problem you told us of, happen so they are looking into it now to figure out the problem.
Carl m
Parts Manager
All New Sports
At this point its been 8 weeks since I took my quad down for repair so I ask for a refund, Carl said he will ask Bao. They replaced the coil, coil wire and carb, all of those came from Jasons bike. 5 days pass with no answer so I inquire again and get this response.
From: [email protected] [mailto: [email protected]]
Sent: Saturday, May 10 10:55 AM
To: Sanders, Scott
Subject: RE: please contact me
Mr Scott,
I have not had a chance to speak with Brian, but we have found out the motor might need new internals so we are shipping the engine back to the distributor and having them replace it with a new engine.
Carl M
Parts Manager
All New Sports
So by now Im livid, broken promises and a broken ATV so I fire this little tirade off:
Carl, the deal was that YOU would deliver it to me after the repair, Brian said it right in front of you, me and Jason. Im still not happy about this whole situation. The LEAST you could do is deliver it to me since youve had my ATV since March 15th! Imagine that you had taken a motor vehicle somewhere for repair and it was gone for two months and come to find out the parts that they replaced were the same parts you got off your friends motor vehicle and that did not resolve the problem in the first place, then to top it all off they put in a new battery, start the thing and its doing the same thing that you reported to the mechanic when you brought it in. So my question is did you even listen to me when we brought the ATV down to you? You told Jason via phone to swap the coil wire, that didnt work. Try swapping the coil, that didnt work. Try the carb and that didnt work. I dont think any of you are qualified to repair the product you sell, shame on you, the ONLY reason we purchased the ATVs from you was your warranty but come to find out it takes MONTHS for you to do a supposed simple repair and those were your words Carl. I am truly disappointed in both you and your company, you promise big things only let them slip away due to neglect or indifference.
I have filed a complaint with the Wichita BBB and the Kansas Attorney General for customer service and warranty complaints. You should take a look at some of the complaints filed by others and check out what is being said about your company on some scooter forums you can contact me for the links.
So lets move on to how much longer you will have my ATV. Assuming it takes a week to ship it to the wholesaler, two days to have them process it, another week to ship it back to you, god knows how long you guys will be working on it, do you think you will have it back to my by the fourth of July? We were going to go riding on memorial day but I have a feeling that wont happen.
I want an update at least once a week, even if its only to let me know that the part has shipped or that the wholesaler has received it. Theres nothing worse than having something out for repair and you have no idea what is going on and the only time you find out any information is when you have to call the repair shop. Just put yourself in my shoes, wouldnt you want to know what is going on?
All I want at this point is for all new sports to fix my ATV and deliver it like they promised me back in March.
Ill keep you posted.
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