Keefer’s Powersports Superstore — Local services in Williamson

I had a very unpleasant and all around unprofessional experience dealing with a man named Mike, who works in the service department. It was just exhausting dealing with this guy. To start out they've had my brand new atv for about a month now, because of him over the one way clutch bearing that probably wouldn't take 3 or 4 hours to change if you know how to do it. The first week or 2, he (Mike) argued with me multiple times, saying that there was nothing wrong with my atv, when I was very clearly telling him and showed him in the owners manual exactly how it was supposed to work and still I had to take off work 2 hours early, losing out on 96 dollars of my weeks pay because he had another man call me and tell me that he wanted me to come do a demonstration on a steep hill to show him the problem. After going down there, and letting another technician read the email that my polaris case manager sent me about how it was supposed to work, they were wanting me to take it back home because they were still saying NOTHING was wrong with it. Finally, he went over to an older technician to try and prove me wrong and who ever that guy was knew exactly what was wrong without even having to look at or touch the atv. That’s how simple it was but then he said they'd be able to order the part the next morning, but the guy Mike waited over a week to even order the bearing, I feel out of spite, personally, because he was honestly just a know it all and a smart mouth the whole time, until he realized he was wrong. And because all of that, especially not ordering the bearing for over a week, I missed probably the biggest atv event on the east coast called national trail festival in Gilbert WV, which I've never gotten to attend, because this is the first time I've had something to go on or so I thought until keefers got in the mix. I don't know if they just didn't want to fix it because it is under warranty or if that guy Mike is just that big of a know it all, because I could tell he told the first technician exactly what to tell me. It's getting close to 2 months that I haven't been able to ride the brand new atv that I'm paying for, because on top of all that crap they made me wait over 2 weeks before I could even bring it over to have it "checked" which is crazy I think for how much I’m paying for it. I understand things happen and stuff breaks sometimes. That’s not what I’m upset about, if it wasnt under warranty and brand new, I would have just changed the bearing one evening and been done with it & had it back on the trails. They’ve turned buying this atv into a horrible experience. Also, I asked them over an over at least 6 or 8 times to open an ask polaris case, because polaris told me to, so they could help, but they never opened it till after the issue was resolved. Next time I’m in the market for an atv or utv, I’ll definitely take my business elsewhere! There are friendly, knowledgeable people that work there, it’s just not worth the headache for me after dealing with that guy Mike. I guess it’s true, one bad apple...

Yesterday, ny family and I traveled four hours round-trip to check out an item Keefer's had in stock. We spoke to the sales rep, and he told us "they just lowered the prices on a couple of these here, too" and that the online listing was for $2499.00. We told him wed'd be back tomorrow, that we wanted to see them in person before making any purchases. He told us if we paid cash, he could "save us money on the taxes... that a lot of people from Kentucky and Ohio go there to get around the taxes". He offered to hold the item we wanted for a $250 deposit. We decided to wait until we could ensure we had the trailer to tow the item, so we told him we would come back tomorrow. He told us to call and he could get us an "official out the door price". Why he wasn't able to do this while we were in the store is beyond me.

So, we called this morning to get the "official out-the-door price". The guy said the item listed for $2499.00 online, the same item that he could "save us some money on if we paid cash", would be well over $3600.00. There was an assembly fee for about $700 for putting the item together. There was a docking fee; and another fee for the purchase exceeding $3000 on a credit card. So, a $2499 item is now around $1101 more than the day before.

My biggest problem here is the fact our family drove four hours round-trip to see the item in person, get the specs, and have a clear picture on what we needed before buying the item. Had the sales rep told us right from the start there would be extra fees, I'd probably have no issues.

The items are already assembled in the store; what if someone doesn't want to pay around $700 for them to assemble the item? Do they take everything apart and rebox it? Wouldn't that, then, make the item an open-box floor display? One could argue it would seem that way.

As I've said before, my biggest issue is the lack of honesty. I called a couple times before driving the long distance and even mentioned the online prices. The sales rep even knew we drove the long distance, too. Yet, he never mentioned a single thing about the assembly fees, docking fees, card fees, or anything else? He could say they were marked down, and that he could cut corners if we paid cash, but he didn't know basic fees? No, that's wrong.

The price difference isn't as much the issue, even though $1101 is nothing to laugh at. It's the lack of courtesy and basic knowledge that customers need when making purchases like this. So, just be aware there are plenty of fees not mentioned until buy time. It's that exact reason why Keefer lost out on a purchase. The customer doesn't have to always be right, but they better not be lied...

Reached out to 6 utv dealers within a 100 mile radius. Keefer's responded within a couple of hours. 2 of them responded within 4 days and 3 of them never got back to me.

They offered me a fair price (including delivery! - 2 hours away) on a mule they had in stock. Then, they gave me a fair price on some add-ons. I was VERY impressed on the level of communication and the constant updates. It took about 2 weeks for delivery, only because they were waiting for the roof, windshield and winch.

Then, they took customer service to another level. Upon delivery, there was an issue with the price quoted and final invoice. No haggling, they honored the quoted price and immediately fixed the situation.

These folks are the real deal and I'm very impressed.

Now, if only they could train my dogs to stop barking at my mule. Seriously dogs... The mule is not going to eat me. Nor is it a threat to the security...