When a dealership ignores your calls and lies about what they fixed, it might be time to take matters into your own hands. For this woman, that meant not only blasting them online but driving a whole five hours round trip to talk to the snowmobile dealership in person. Here’s how the encounter went.
Nightmare Snowmobile Purchase
In a series of viral videos with more than 1.3 million views, content creator Kaylee Brophy (@kayleebrophyyy) documented what she calls one of the worst customer service experiences of her life.
Brophy and her husband found a used sled they wanted on Oct. 25. They messaged the sales guy and got “little to no responses.” So Brophy called the store five times in one day.
“Literally asking for anybody from sales, and if I couldn’t get ahold of anybody from sales, to get ahold of the manager,” she explains.
Each time, the receptionist told her to call back or said someone would call her. On the fifth call, the receptionist snapped.
“She literally flat out yelled at me on the phone and said, ‘I don’t know what you want me to do about this. They said they would call you when they have time,’” Brophy recalls. “Killer customer service right there.”
Eventually, the sales manager texted her to apologize for the lack of communication. They discussed trading in her husband’s current sled but didn’t like the price, so they decided to buy the new one outright in cash.
This was all happening on a Friday. Brophy specifically asked the sales manager to text her the full numbers so they’d know whether to make the two-and-a-half-hour drive on Saturday.
“Again, no response,” she says, but they still made the drive out the next day.
When Brophy and her husband arrived at the dealership, she says they spent a good hour looking at the sled and asking questions. They noticed a missing lug, “which is fine,” she says. “It’s a used sled. We understand, again. We just weren’t told about it.”
The sales manager explained that one of his friends had traded it in because “it wasn’t running right” and wanted to buy a new sled instead. The manager said they’d replaced the reeds on it, “throwing parts at it to see what would fix the issue.”
The couple decided to buy the vehicle. And after completing the paperwork, they walked outside, where the sled was being loaded onto their truck. But when they started it up, they immediately noticed something wrong.
“We literally started it up and noticed that there was 200 more miles on it than originally told to us,” Brophy says.
The sales guy’s response? “Oh that’s weird.” Then he walked off, and they never saw him again.
A service technician standing nearby casually dropped another bombshell: “Oh yeah, I replaced the ECM on that. He goes, I finally got the miles to show back up onto it.”
Brophy emphasizes she understands things break on snowmobiles. Her issue was the complete lack of transparency. “When we sat in their store for an hour asking exactly what they had replaced, what they had done to it—what the issues were—nothing.”
Brophy decided she wanted the full service records. So she and her husband walked back inside and stood “dead center, dead center of their freaking store,” waiting for someone to help them.
They waited 45 minutes.
The sales manager was helping another customer and watched them the entire time. Another sales guy was also busy. After 45 minutes, that sales guy finally asked if they needed something.
When Brophy said she wanted service records, he directed her to the service counter. “The guy at the service counter was excellent. He literally got us everything we need. He was so nice, literally best customer service, right there and only there,” she notes.
Despite everything, they decided to trust the dealership’s word and took the sled home.
Problems Start Piling Up
Once home, they unloaded the sled from the truck. It was “smoking like nobody’s business”—way worse than her husband’s other sled.
When they finally got it out on the snow, more issues emerged. The shot start didn’t work, even though they’d been told it did. The sled was “bogging like nobody’s business.”
Her husband wondered if it was user error since they couldn’t fully open it up due to limited snow. So they held off on complaining about that and focused on the shot start issue.
Brophy texted the sales manager: “You told me this worked. What can we do about this to resolve it?”
The sales manager said he had a way to warranty it even though it was out of warranty. He promised to give her an update. She didn’t get one until she texted him again asking about it.
The second time they took the sled out, things got worse. “It was overheating, it was bogging, the RPMs were not hitting, and the clutch sounds awful. It doesn’t make any blow off noise, it doesn’t blow off the air on the top of the sled to give it air intake, none of the above.”
Ignored Calls and Broken Promises
Brophy texted the sales manager: “The sled is not running correctly, I would appreciate you giving me a call.”
He responded that he’d call tomorrow since he was out of town.
No call came.
The next day, she texted again: “Didn’t receive a call. I would love one today.”
Nothing.
She called multiple locations (the dealership had just bought out two other stores) trying to reach anyone. She asked for the general manager, who said he’d call her. Then the original sales manager told her the service manager would reach out.
“I said, this is above service issue at this point, buddy,” Brophy says.
She waited for the service manager’s call. Nothing. So she called again, got the receptionist, who transferred her to the service manager. The service manager said it was an issue to discuss with the sales manager.
After hearing from neither the sales manager nor the general manager, Brophy had had enough.
“I decided that I was sick of it, so I was going to drive two and a half hours, so that’s what I did.”
She Confronts Him In Person
Brophy loaded up the sled and made the five-hour round trip drive. When she walked in, she made eye contact with the sales manager.
“He rolled his eyes, and he walked off and said, I’ll be with you in a minute.”
When he came back, Brophy tried explaining both her customer service experience and the issues with the sled. His response?
“He is screaming at me; he is arguing back with me. He’s telling me that it’s a used sled, so he doesn’t know what I should have expected, and that when he gave it to me, it was in working condition,” she says.
Brophy reiterated her issues: the extra 200 miles, the parts that were replaced without disclosure, the lack of transparency, and the terrible communication. She’d bought the sled six weeks ago, used it twice, and had problems both times.
“Again, he went off, was arguing back with me, he was screaming at me, and I finally was just like, whatever.”
She asked if a store closer to her house could take a look at it instead. He said they’d get it to the mechanic first thing tomorrow. “Best I can do, sorry.”
He called the other location, confirmed they could get it in that morning, and then “literally walks me out the door.”
On the way out, he told her that her drive “is not his issue” because she didn’t tell him she was coming up. Brophy clarifies she never said the drive was his issue. She just expected “a little bit more of a conversation, or empathy and an apology, and a resolution.”
He told her her drive was “unnecessary” even though she’d tried communicating over text and he’d promised to call her.
“And on top of it, he flat out admitted that he doesn’t look at every single one of these sleds or items that comes into his store,” Brophy says. “You’re a sales manager, and you have no idea what’s going on with your product before you sell it. Interesting.”
In follow-up videos, Brophy revealed that when mechanics finally examined the sled, they discovered the dealership had “messed with more things not logged and have been warranting things on it 2 years past the warranty.”
Lemon Laws, Explained
Brophy’s experience raises important questions about consumer protections when buying used recreational vehicles.
According to Justia, lemon laws protect consumers who purchase defective vehicles, enabling them to have defects repaired or receive a replacement or refund. These laws are based on two types of warranties: express warranties (statements made by manufacturers or sellers about product quality) and implied warranties (legal assurances that goods meet minimum standards of quality and suitability).
Under the Uniform Commercial Code, which all 50 states have adopted in some form, any seller is bound by the implied warranty of merchantability. This means goods must be of reasonable quality, conform to the seller’s descriptions, and be fit for their ordinary purpose.
While the federal Magnuson-Moss Warranty Act applies to consumer goods over $15, state lemon laws vary significantly. Many only cover new car purchases, though some extend to used and leased vehicles. Vehicle type matters too—some states protect motorcycles, boats, RVs, and ATVs, while others don’t.
Duration of protection is also limited, usually measured in time or miles (such as 12 months or 12,000 miles). State lemon laws typically require sellers to make a “reasonable” number of repair attempts—generally four—before consumers can demand refunds or replacements.
But there’s a major exception: If a seller offers a vehicle “as is” and the buyer purchases it with that knowledge, lemon laws don’t apply because the seller has disclaimed all warranties.
However, “as-is” sales don’t give dealers carte blanche to commit fraud. Making false statements about a vehicle’s condition, mileage, or repair history can constitute consumer fraud regardless of whether the sale was “as-is.”
@kayleebrophyyy Fuming is an understatement #foryoupage #viral_video #foryourpage #fyp
Commenters React
“How many red flags do you need?” a top comment read.
“Why on earth would you buy it!” a person asked.
“In hindsight. They showed you the level of customer service you’d be getting before you even purchased. You shoulda went elsewhere,” another wrote.
BroBible reached out to Brophy via TikTok direct message and comment.