Complaints

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• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is twofold. Purchased an extended warranty for my *** motorcycle from this *** dealership at a cost of $1549. Two months later, took the bike in for repairs citing the warranty I had purchased from them. Almost a month later, they contact me advising they should not have sold me a warranty because I had not purchased the bike from them, They told me they had voided the warranty. I called the warranty company, North Star by Revolos. They had no record of my ever having a warranty. Meanwhile, this dealership cites repairs that I need that are exorbitant, for which I have no warranty. They did refund the price of the warranty I go to the dealership and meet with the service manager. He tells me my sparkplugs were removed and showed signs of wear, would need to be replaced at a cost of $750. "That may not solve the problem" but they would start there. Given the time that it would take to remove the sparkplugs, I challenged that the spark plugs had been removed. He later acknowledged that they had not been removed. I asked him how they could show signs of wear if they had not looked at them. He had no answer, very defensive and arrogant. The spark plugs had less than 1000 miles on them and would never all fail at the same time. I purchased an extended warranty, they voided it when expensive repairs were needed, or never purchased it in the first place. They lied to me about work/repairs that had been completed and were still needed. I left with no repairs having been completed.

  

  Business Response

  Date: 08/20/2024

  The customer purchased a warranty for his *** with our business manager.   The business manager did not consider that it was a used bike that was not purchased from us, and turned in the paperwork to the warranty company.    The warranty company would not process the payment and give a warranty because it is a used bike that we have not inspected.   Naturally, most all companies do this, because otherwise customers could wait until they have a mechanical problem and then buy a warrant over the phone.   It was an oversight from the finance manager to not realize this, and we refunded the entire amount to the customer as soon as we realized the situation.   Unfortunately, the timing also coincided with the customer having an issue.   Our lead technician, who is *** certified, recommended spark plugs based on the symptoms as the starting point of the repair.  This is very common and usually corrects the error.  The customer was naturally upset at that point about the warranty, which he had every right to be, and did not agree with our recommendation.   We apologize if we came across as rude, but we do trust our technicians and were confident in his initial diagnosis.   We apologize for any inconvenience to the customer.

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22058617
  
  I am rejecting this response because it is not accurate.  I believe *** sold me a warranty and then never turned it in.  If they had, It would have been rejected long before I had an issue two months later.  Because they had not turned it in, they realized that they would be on the hook for warranty repair, so they chose the only thing not covered by warranty, the spark plugs which they said showed "signs of wear", $760 to change them.  Then they lied about checking the spark plugs, later acknowledged that the plugs had not been checked.  They also lied about the bike being computer tested.  It threw no codes.  But it did throw a code.  I told them it was the number three coil pack which in fact it was.  I repaired it myself.  I think my bike sat there for three weeks, they did nothing!   They can apologize, that's nice, but it does not address their dishonesty.  I guess there may not be a resolution to this complaint.  They should have sucked up their mistake and fixed the bike.  Instead, I fixed it.  I will not trust them again nor will anyone I know or communicate with.  I will contact *** Corporate to advise them of what's going on with a *** dealership.  I reported it to you hoping future customers will check their rating.   I have owned seven *** autos and four *** motorcycles.  I deserved better!
  
  Sincerely,
  
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