Rocky Mountain ATV/MC — Local services in Payson

Nothing here but a factual statement of what is happening. Been dealing with Rocky Mountain ATV for over 10 years. I do large orders every other day ($3000+) Lots of little stuff like damage boxes that are mostly FedEx fault. Items fell out of the package but like I said nothing crazy.

Then order 21742478 that was $4,694.98 was sent and delivered with 8 FedEx tracking numbers. We received all 8 boxes and upon receiving them we noticed a lot of items were missing. I figure someone was wrong as this is odd. I thought there must be another box that was sent but I do not have that tracking number. I waited another week and nothing so I called. The rep made an order with all the missing items. Over $700. The missing items were put in one order 21785696. I was expecting them to ship this as these items were missing. After 2 weeks I had to call and ask what was going on and the rep didn't know but was going to call me back when he knew. 2 days later he called me but I was driving and couldn't hear him so I called back and got someone else that was very confused but found out that Rocky Mountain wanted me to pay for these items. They gave me a discount they said to $572.70. Since most of these parts are not for me and I really needed them I agreed to pay this and deal with a refund later. (Funny how if I was pulling a scam how I would pay for them again) I CAN NOT get any management on the phone or any of them to call me back. How am I paying for something twice? I uses to have personal Rocky Mountain rep but those days are over with this company. All you get are human robots that will just repeat what they are told but the people unwilling to answer questions from real customers. I really hope something changes soon and someone gets me my money back on this order.

Update July 7, 2023. Someone from Rocky Mountain called me and made good on the credit. I'm just a little frustrated that it took me this much effort to get anything done. Still I'm happy they came through so I will adjust my review.

Update Sept 7th, 2023. Happened again. Order 22046819 was shipped in one box by Fed Ex. Tracking # shows up intact with no damage. This box was 33x16x12. My order contained an ATV bumper with a bunch of tire levers and 6 tank bags in its own box. All these physically will not fit in the box they shipped me. Of course I thought another box was still coming. Few days later there was no box. I call and some rep says they put it all in that box and it's no longer their responsibility. They offered to sell me the tank bags again but at a discounted price. I told them they do not have any more in stock because their site says sold out. She tells me according to her computer they have 4 left.. I tell her those are mine. Of course she had no explanation on why her inventory was off.

I will give you a little history of my dealings with Rock Mountain. We are a dealer selling Tusk products in Canada. We have been dealing with them for well over 10 years and on average order over $250,000 per year with them. When we first started we had a great relationship. We had a dealer rep that was awesome. She would call me regularly and send me Christmas presents and always thank us for our orders. About 10 years ago she left the dealer program and I'm not sure she is still with the company but since that day Rocky Mountain has been getting worst and worst. I do not have a single distributor we deal with that we do not have someone to call incase something like this happens. You figure giving them quarter million dollars in business every year would get at least that. At this point in our long history I am at a turning point. I do not know what our future holds. I am asking Rocky Mountain to get a hold of me and to give me a dealer rep I can contact for anything that happens in the future as a start to rebuild our relationship.

Update: Sept 11, 2024. Rocky Mountain contacted me and looks like they are getting personal sales reps again. I do like companies that listen to...

Scam Alert! I recently purchased a KTM 890 R and was looking into riding gear. I came across a YouTube channel by Dork in the Road in which he reviewed some MSR gear that would fit a heavier guy. I’m 6’1” and 300lbs and was excited about the gear and the website he recommended. I went online and easily found the gear I was interested. Great website. I selected the gear and paid for it through its secure checkout on its website. I saw that my credit card was charged and that it would be delivered in a few days. So far, so good. Then this morning I had a text msg regarding a recent purchase saying they needed additional info. I live in California, so I thought it could be just an address verification. I called them and spoke with Cameron. Cameron was a little rough around the edges as we spoke on the phone but nothing rude. He asked me to confirm who I was, my mailing address, my cell phone and the gear I bought. He directly says I bought the gear. Here is why it got weird after I confirm the MSR riding gear I bought. Cameron asked for my credit card numbers and he wanted to charge $1.00, yep just a buck because I was a new customer. I laughed because that sounded weird to me. I told Cameron, that sounds like a scam. You know when they charge a $1.00, it goes through and next thing I know I have been ripped off for thousands. I explained this made no sense and why it sounds like a scam and Cameron got mad. He said that’s just how it is, and because I am a new customer I need to give him all the numbers on my credit card and security numbers on the back so he can charge me $1.00. I explained that I am a new customer at lots of places and no one try’s to do this. He said doesn’t matter and if I’m not willing to give him my full credit card info, that he was going to cancel my order for my MSR jacket and pants. I said I don’t understand why he would do that especially since my credit card shows I’ve been charged days ago. I didn’t like his attitude and it felt like a scam. He cancelled my order and hung up. I am very upset at this experience. I was excited to find a fair deal and quality equipment, but it didn’t work out. Beware of Cameron, sounds...

Wish I could post this with 0 stars. Customer service is ridiculous. I cannot believe a company this big would treat customers the way they do. We have order thousands upon thousands of dollars worth of parts through them and every single order has always had something wrong or missing. We have had every single order messed up the past 3 days. The kids up front (thats what they are, maybe look into hiring some adults that can actually handle situations and customers) are never doing what they are hired to do. They don't acknowledge customers, look at them, or even give them the time of day. I walked in today for my will call order and stood there for what felt like forever. When I finally got helped they told me they didn't have them pulled. I had received a text saying they are ready to be picked up, so why weren't they ready to be picked up? When I looked at what the employees were doing on their computers, half of them were looking at other websites and doing other things that are not even closely related to the work done at RM. When I finally received my Will Call (which should have been pulled and a priority over customers who come in to wait) they shorted me one will call and parts to my other will call. Two trips in one day for the stuff they should have given me the first time. Ridiculous. Costs me too much money and time to deal with you guys. Step up your game if you are going to be the big business you want to be. Also management doesn't seem to care or do anything when it comes to complaints. They just say "you can have a free drink out of the fridge". How is a $1 drink going to make up for my fuel, time, and money I am losing by having to come back because you mess up my order nearly every single time? Definitely a good company gone corrupt. Hire people who actually know the industry, what they are selling, and people who can communicate and deal with customers how you guys claim you do. RM prides themselves on customer service, but their customer service is...