Trojan Powersports — Local services in Monroe Charter Township

Extremely poor customer service and rude. In 2017 I purchased a new enduro from there, the sales guy was incredible, super nice! But when i needed a new part for my bike as i had fallen on the trails, the parts guy who was an experienced off road rider was rude to me and kinda looked irritated at me for wrecking on the trail and made me feel kinda dumb for not being experienced when i was picking up the new part and told me to stick to the road.

Fast forward to now, I purchased an atv from marketplace, i had never owned a trx250ex and was unfamiliar on the fact that they dont have oil filters, but the first thing i wanted to do was change the oil, i walked to the parts desk and told them the make model and year and he handed me an oil filter. He was kind! I didn’t think anything of it until i learned that my quad doesn't take oil filters. I was confused on why he would sell me one. So I was irritated. Regardless i went back a few days later for another item i needed and he was very nice and helpful. I even bought a shirt because i just love the shirts there, and after I purchased i went to look at some gear because i really have been wanted a new helmet. Anyway. I knew the quad needed a top end so I purchased my parts online and got to work. Once i got down to the piston the wrist pin would not move. No matter what we did. Out of fear of breaking the rod i took it up to trojan and let them know and asked if they could help after explaining what was going on. They told me they didn’t work on any quads older than 08 which i thought was odd but i said i understood. I asked if they could just walk right outside the door and peek at it for me just to give a professional opinion. He told me no. I asked for any suggestions and he told me to go get a blow torch. I was irritated and told him i tried, and he told me a specific kind of torch and then told me to get a special removal tool, which I appreciated but him and his “buddy” in there kinda poked fun at it being an older machine and told me im basically wasting my money on it and im gonna end up spending more than its worth rudely and made me feel stupid for buying it. That same day a friend of mine was able to successfully remove the wrist pin and i had it re assembled by the end of the next day. And the quad is...

I took my ATV in for a diagnosis and new tires. I was told it'd take a few days to diagnose it and a week and a half to get it everything installed (about 12 business days). I dropped off my ATV on April 20th and picked it up June 8th. In total, it took 40 business days for all new tires and a top-end.

When I got my ATV back it was running well, tires looked good, and they were informative about things I might notice given the work. In regards to their work, I believe they did a good job.

However, when it comes to customer communication, I was very disappointed. At the time of my inquiry, the service department definitely knew a lot of parts had been taking weeks, or sometimes over a month to come in. I wasn't told that until my parts were taking forever to come in.

On top of all that frustration, I was told I'd be called back probably 6+ times and never was. I later observed why, because after they answer and say they'll call you back, they hang up and resume their day without making a note. For instance, I had to tell two different people (first service, then someone outside service days later) before my new tires were ordered in their system. As it got closer to me being out of the country for months and my ATV still not fixed, I called a manager on June 1st about the urgency. He said he'd call me back in a few hours and never did. After a week of silence, and being days before I was about to leave the US, I was forwarded to a different manager (service). Who finally told me my ATV would be done that day.

Quick service was important to me when I originally inquired. I even drove an hour and half out of my way for it. In the end, I believe I was mislead with turnaround time and the poor communication didn't help. They really need to work on their customer relations. I would avoid this place for now. Maybe once things get back to normal and parts come in fast, the issues I faced will be...

I called the service department to order a coil for my machine because it would not start. I checked to see if I had power to the coil prior to the call. When speaking with the service department they told me the coils never go bad. I ask them what it would be and I was told may be a ground wire. Nevertheless I trusted him and took it in when I did I was told it would be worked on the day of the appointment so I scheduled a service work up also oil change etc. I was told I would be called at the end of the day which never happened, then I was told I would get a call no later than Monday that also didn't happen so I called them they told me guy had flue and he would get another tech on it this was on Monday he said I will let you know what's wrong by tomorrow don't worry I will call you when its complete well didn't get a call Tuesday, not a call Wednesday and when I called them they acted like I was a bother!!! well today is Thursday I called them and I was told it was the coil the part that I told them it was almost a week ago. I told him I live on a farm and I need my machine it has been a WEEK and he said well if the part comes in. I said I can get same day from amazon.. he said he thinks two days. They have no customer service and do not know how to treat customers at all... I am very disappointed. When I told them the issue and they told me thats not the issue it was a complete...