Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  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.

  I was involved in a motorcycle accident my insurance sent me to *************** and gave me a quote to bring the bike back to his former glory insurance approved the claim paid for the claim but the company never completed their task they never gave me back all the parts that came off my bike like they were supposed to I've had multiple incursions of trying to get things fixed that they said they had done but they hadn't trying to get billing charges fixed for being overcharged for work that wasn't done or being charged the things that were replaced or being charged for repairs of things that were already supposed to be new then there was a new stereo system that was supposed to be put on because the technician already let me know the stereo system they did put on there is incompatible with my bike which made me question why they put it on there to begin with then had to go through the process of dealing with the owner to get this resolved was told I'm going to get a new stereo and they're going to put it on they called me one time in regards to set stereo I was then involved in a work accident which kept me out of circulation for a year I just recently went in to get this resolved talk to the owner spoke about my issues just to be called back and told we're not going to do nothing about this in essence s**** off I said do I really have to go the other route of filing complaints with better Business bureau Auto repair bureau and civil complaint they said go ahead so here I am trying to get this look into and dealt with

  Business Response

  Date: 07/24/2024

  Good Afternoon.  The repairs **************** is speaking of were from an accident that took place back in 2022 and were completed on June 7th, 2022.   His claim that we did not return the parts two years later is correct.  We do not keep parts from damage repairs if they are not requested at the time the motorcycle is brought in, which he did not.  We simply do not have space to retain all broken or damaged parts in long term storage on the chance that a client may want them later.  It is posted on a large sign in our service department that parts will not be kept 5 days beyond when the motorcycle is picked up and the service advisor must be notified that the client would like to retain the parts.  **************** was not overcharged for the work we performed.  I have attached copies of all work performed.  We replaced the left side saddlebag, not both left and right.  The accident damage was primarily on the left side.   The notation in the **Bag LH designates left hand saddlebag, which I have tried to explain to ****************, but he does not want to hear me when I speak.  We replaced the left side saddlebag and stereo equipment in that side.   Once the repairs were complete, the amp did not work correctly and we ordered a new amp.   One a later repair order, when we were repairing the speaker wiring, we drilled a small hole in the saddlebags, and to ensure that it looked professional and maintained our standards, we had the saddlebags repaired professionally by our painter, at no cost to ****************.  This was six months after we returned his motorcycle to him after the accident repairs were done in December of 2022 or January of 2023.  He was not happy with the sound of the stereo, we called Harley-Davidson ********* Services and they advised that there was a different set of speakers that we could use that would sound better.  I personally spoke with ****, offered to switch out both the left and right (which was not replaced originally) to quell his concern at no cost.   He initially agreed.  I ordered the speakers and I told him we would call as soon as they came in.  We called when they did, spoke to him and he hung up on me.  We never heard from him again until this week, more than a year and a half later.  He was under the impression that we owed him compensation for the speakers that we never put in his bike that he no longer owns.   Once we went through the records, I tried talking to him and explaining that we offered to swap them out for free and that I had called him myself, but his opinion was it was our fault that his bike was sold at auction for less than it was worth because the audio wasn't working as it should have been, I should have called him more than once even though I spoke to him and he hung up on me and the saddlebags were not as I recalled.   I'm not sure how else to proceed.  We do not owe **************** anything further for a motorcycle he doesn't own any longer and we certainly did try and make it right for him at the time.  

• Initial Complaint

  Date:08/03/2022

  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.

  Around January 15 2022 i had parts stolen off my ****** that i purchased six months before from Iron steed ******* I have full coverage so i took it to the shop i bought it from for the estimate. After giving the estimate for oem parts the insurance company agreed to it even though it was half the value of the bike. About 2 weeks went by when i started getting calls about other repairs to my bike that had nothing to do with the insurance claim so they were just trying to get more money out of my pocket. After the third call i told them to not call about any other repairs that wasn't on the estimate. In the end i got my bike back almost seven months later and took it for a ride straight from the shop. I rode about 30 miles and stopped to look at it cause i heard a weird noise. Upon inspection i noticed a nut laying on my engine turns out it was my exhaust nut, then i realized the other pipe had one missing also, battery strap came off and the battery was falling out, the ignition control module cover was falling off and rattles around cause they forgot to put the rubber grommets on it...and it was used not new replacement part, leaking gas cause they didn't tighten the petcock valve, the neutral light doesn't work anymore. I took it back to them and they looked it over and said they tightened everything down and i should be good...all they did was put the nuts back on and didn't check anything else. I started working on it and seen what they did to my bike and i do not feel safe on it anymore cause it may break down from faulty repairs. I tried to trade it in to Iron steed for a different bike and they tried to give me 500 trade in and ran my credit again wich dropped my credit score after i just bought this bike six months before..all i wanted was to take the value of my bike and put it on a different bike i picked and just take up the payments for that bike but they didn't want to work with me at all. I regret taking it to this shop for repairs.

  Business Response

  Date: 08/04/2022

  ****************,

  We are in receipt of your complaint.  You are correct, you did bring your motorcycle in after vandalism in February of 2022 after someone cut into your wiring harness and wiring and cut out your ignition switch, along with a few missing parts.  We provided an estimate to your insurance company for repairs.  Several of the parts needed ended up being obsolete from ***************************** due to the age of your vehicle (20 years old)  You did purchase this motorcycle from us in May of 2021 and you had put a little more than **** miles on it since you'd purchased it.  You also did see our sales department about trading it in while you waited on your parts.  Unfortunately, we had source several of them from aftermarket vendors because they weren't available from the ************* and this did take some time, especially in light of all the supply chain issues that we've all faced this year.   Where our differences are going to start is how it's been handled since then.   Our sales team offered you $2500.00 for your bike, not $500.00, which was full NADA retail at the time of the offer and I think more than fair.  (I've included the document from this May)  You were going from a ****, to a 2021, so the bank wanted to see additional down payment, which you told my sales team you did not have and you did not want a higher payment.  In order to get a different bike, you have to get a new loan and payoff the old loan, which requires running your credit, which you signed for.  Unfortunately, the bank required more money to have a newer motorcycle.  You told my team you would look for a cosigner with a stronger credit profile to see if you could get a zero down option, but we unable to find one.  We did try and work with you.

  As far as the service department goes, yes you did come back about the loose exhaust bolt, which we were more than happy to look at and fix for you.   Beyond that, we have not heard from you on any other concerns.  We have no knowledge of a leak at your petcock or your neutral light not working as you haven't reached out to us.   Should you want to reach out, we would be willing to discuss your needs with you.  Please be aware though that you have now stated on record that you have worked on your own motorcycle.   Any and all repairs that you have done over and above our repairs may void any claims you have on repairs to work we have completed as it is difficult to tell where our work ends and yours begins.   We will work with you towards resolution, but please make an appointment with us before making any additional repairs.  

  Your request for a replacement motorcycle is not reasonable.  You purchased a 20 year old motorcycle, rode it for **** miles in 6 months and then it was vandalized.  We repaired the vandalism.  We offered to take the motorcycle in trade at a fair value and get you a different motorcycle if that is what you wanted, you declined.  If you're having issues with the motorcycle, you can contact us and we can address that as well, but you have to contact us so that we can do so.  We cannot fix what we do not know about. 

   

  Thank you,

  Aubree

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17667333
  
  I am rejecting this response because:
  Yes i said on record i worked on the bike as in stopped the oil leak it didn't have when it was put in your shop or the petcock valve. The parts stolen off my bike was not the ignition or the exhaust so why was my bike falling apart? Your mechanic did a bad job fixing my bike and scratched my tank. Fact of the matter is you returned my bike falling apart and could have caused my death and this would be a whole different conversation. I had 2 associates standing there when i was offered 500 cause you had to put it in auction. I would appreciate an honest response next time. I am not lying about anything that happened with it and it was yours and the insurance company's responsibility to return my bike back in pre incident condition. I have filed a complaint with the insurance company also.in my opinion you both handled this case very poorly. As for the bike i picked out i was willing to take over payments on it and pay more cause it cost more but i never got a trade in offer for **** that is a lie and i don't appreciate it. If i can't get a bike to replace mine i would like everything i paid into it and you can have the bike back. I didn't expect you to just give me a newer bike as a matter of fact i would have taken that **** trade in and got the other bike i picked. This whole process has been a nightmare and very unprofessional but the repairs on the bike are not acceptable.
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2022

  ****************,

  Again, you are welcome to make an appointment to have your concerns addressed with the service department on your current motorcycle.  I have all of the original paperwork on the trade-in offer and would still stand by it if that's what you'd like to do as well.  To trade it in, one loan is paid off and a new loan must be established, so your credit is run again. You cannot simply 'take over payments' on a different motorcycle.  We offered you $2500 once the motorcycle was repaired, $500 was the value for the condition it was currently in, as it hadn't been repaired yet (this was done in May and you were still waiting for parts)  I am not saying you are lying sir, just saying we were trying to work with you.  We are not taking the bike back.  You can call us and we will look at the bike regarding any repairs related to the work we completed, or we can look at trading in the bike for you.  

  Thank you,

  Aubree