Grace Performance — Local services in Kimball Township

Based on other reviews, it seems like my experience is not the norm but after my experience, I would not go there again. I purchased a 2023 Seadoo GTI SE 170 about 2 weeks ago. I called, they had it in stock, I told them I would take it. I'm not a difficult person. I told the salesperson (Jaime) that I would like to pick it up on Thursday because we were leaving for vacation and we wanted to bring it with us. He said no problem. I live an hour and a half from the store, so I text Jaime Thursday morning to say I would be in around 4:00 to pick it up. No response.

When I arrive, I go to the counter and tell them I am there to pick up. No one seemed to know I was coming and Jaime was off that day. Another salesperson says they will check on it. I can see her walking around from person to person so immediately know something is up. She is in and out of the showroom without telling me anything. Finally, I approach her and ask what's going on.

According to her, they put it on the wrong trailer. They need to either redo the paperwork or put it on the correct trailer. They chose to pull the correct trailer out of the box and build it. I knew they were going to rush it and would've preferred they re-did the paperwork but I was assured it would be put together correctly.

All this time, I'm standing around the showroom with no one telling me anything. I approach the salesperson again and ask if there was some paperwork I needed to sign and could we do that while they are getting the trailer straightened out. She says the person that does the paperwork is on lunch (it's well past 4:00 at this point) and she has other customers to take care of. I expressed my displeasure with how little they seemed to value my time. At that point she spoke to the manager who went through the paperwork with me (double check the numbers on the hard copies if they email you a quote). The rest of the delivery was uneventful.

After getting it home, my 10 year old son tells me one of the bolts is loose on the trailer. After walking around the trailer, I notice more loose hardware. In all 1 of the bunk bolts was about to fallout, 2 fender bolts were finger tight and one of the leaf spring bolts was loose. What frustrates me the most is that I knew this was going to happen when they rushed it and I expressed that and they still couldn't take the time to make sure it was done correctly. It also looks like they got a little overzealous on one of the screws when assembling the ski. And they plastered it with stickers. (See photos)

I wasn't originally going to write this review but then I got the text notifying me that my watercraft decal and MC #'s were in and that if I wanted them mailed to reply stating that. So I reply asking them to be mailed. Again, no reply. That was on Tuesday. Today (Saturday) I call to see if they have been mailed because I would pick them up if they haven't. The first time I call, I'm transferred to a line that requires a pass code. I hang up and call back. I am again transferred to the person that previously transferred me and they try to transfer me again. I'm then told "you will receive a call or text in a few minutes", that was 50 minutes ago. But I knew this was going to happen so I took that time to write this review.

The Seadoo is great. We put 10 hours on it the first week and love it so much we will be purchasing a 2nd one. But I will find a dealer that...

Where to begin… I dropped my sled off for a Recall to replace a cracked Team clutch, as I had inspected and noticed the cracks, then found out about the recall. I had let them know the clutch was for sure cracked.

They had claimed to have known the recall process with Arctic Cat and have experience with this specific issue.

11/22- Drop my sled and trailer off, told it was a good time to get in before they got too backed up. Quoted less than 2 weeks. (Friday) 11/29- Told parts were in, they’d have it done in a day or two. (Friday; Saturday/Monday) 12/2- Told “upon inspection, we noticed your clutch was cracked” In which I kept my cool and explained the situation, as the tech I had spoken with originally no longer works there. They told me they would get in contact with Arctic Cat to expedite the process. (Monday) 12/13- I am told they had to send my clutch in to Arctic Cat to inspect, that they had the new clutch in stock, so they were just waiting on approval. I am offered to pay $7XX.XX, which is then re-quoted at $564.00 without the cost of the clutch guard (which is free under recall along with a new clutch if yours is cracked), to install the clutch which could be reimbursed when approved by Arctic Cat. (Friday) 12/20- I am told they are still waiting on Cat, and that I could pay for the clutch to avoid waiting. I ask about them calling Cat with more excuses and “waiting to hear back” lines from them. (Friday)

12/20- So I call Arctic Cat myself, explain the situation, give my VIN, to which I find out a claim had not even been made for my sled… Also, the process is totally different… only requiring photos of my cracked clutch and the dealer to inspect my sled, nothing about shipping the cracked clutch in. I ask Cat to call Grace Performance and explain this so I can get my sled back asap. (Friday)

12/20- Grace Performance calls me to say “great news, your recall was approved” however, they stated they needed to order clutch weights, as the clutch doesnt have them. Another 1-2 days. (Friday)

12/21-23- called both days inquiring about the clutch weights, and finally told on Monday the 23rd “clutch weights are showing January 21st eta” to which I inquired about being able to pick my sled up without the clutch weights, and just get my own to put in, and was told “I cannot do that” I demanded a manager, explained to him that I was the one who called Arctic Cat, how everybody had dropped the ball, to which he had zero care in the world about it based on the tone in his voice. (Saturday/Monday)

12/24- sled picked up without clutch weights, sled appears to have been left outside and had snow on it, dirty track, it was spotless when it went in… and left inside my trailer for storage while at their lot. (Tuesday)

Worse experience ever, borderline extortion to con me out of money on a recalled clutch job, to which they were hoping I’d say “just do it, I’ll pay” and them tell me “your clutch wasnt approved” when they didnt even start the process and lied about how it even works. This reminds me why I do my own work, except for a recall for a...

I had two tires mounted. I spoke to the service counter gentleman we did a work Quote for the tires. he asked the standard questions make, model and so on. I told him they were for a 2007 goldwing and the total came to 138 for the mount and balance. I came in to pick up the tires once I received a call stating they were done. a different person than before is working the register and rings it up for $171.00. I said there must be a mistake the signed quote says $138.00. he replied there was at thirty dollar charge for valve stems. I said I should have been called if there was going to be a change. then he says that it wasn't quoted properly because I didn't tell him the bike was a goldwing like he and I have spoken before which I had not we have never spoken to one another until this conversation. So he is trying to shift blame by telling a lie. He says the best he can do is remove 9 dollars. frustrated I just paid the bill. there was a hefty young man sitting by the wall that was witness to both my visits but he chose to say nothing only asking if he could leave. Then before putting them on the bike I noticed they used tape weights on the front rim in place of the center knock on type weights who dose that It looks like garbage and they tore one of the wheel bearing seals. I would guess that happened on the bead breaker. regardless I feel robbed and I will probably get the front rebalanced elsewhere due to the sticker weights. I feel sorry for the ownership when they have incompetent employees destroying there future business opportunities. I don't think Mark would be happy with the way things...