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:03/06/2025

  Type:Sales and Advertising 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 just had my 2008 ural patrol in for a full service in January 10 2025 because I had just purchased it, and it had sat for a while. The starter did not work, so I had to kick start it. The initial estimate was $2713.30. When I went to pick it up upon completion, it was $2284.49 The difference was they didn't have a starter and could not locate one. I was able to locate one brand new from a Ural dealer in ******* ******* which I purchased for $426.60. I put the new starter in, and still nothing. No solenoid click, nothing. The battery is brand new, and the voltage is okay.I called the dealership again and they said they would have to do a $300 diagnostic for something they misdiagnosed in the first place! After going over the starter circuit I noticed the relay was not making a good connection. This I was able to fix myself and the starter worked. I tested my old starter and it works too. I would like the $300 for the initial diagnostic refunded, because they failed to identify the problem which cost me money i didn't need to spend in the first place.

  

  Business Response

  Date: 03/12/2025

  Dear customer, 
  
  
  I am writing to address your recent review and clarify the services provided to your 2008 Ural Patrol motorcycle. 
  
  
  You were not charged a $300 diagnostic fee, as you have claimed. Instead, you requested a full safety inspection, which was performed at a rate of $150/hour and totaled $225 for 1.5 hours of labor. During this inspection, our technician conducted a bench test on the starter motor due to your report that the electric start was inoperable. The test revealed that the starter motor was failing, explaining why the motorcycle required kick-starting. Additionally, we found noticeable damage to the flywheel teeth, which required more attention than the starter motor. 
  
  
  As your motorcycle is 17 years old and has no maintenance history, parts are not readily available from our supplier. After your bike left our shop, you contacted us to report that you had installed a new starter motor yourself, but it was not working. Our service writer informed you that a "no start diagnostic' starts at $300 (2 hours of labor), which is only a rough estimate. Unfortunately, you became angry, claimed we had misdiagnosed the issue, and ended the call, leading to your negative review. 
  
  
  We believe your review does not accurately reflect the work that was completed on your motorcycle. We strive to provide accurate diagnoses and quality service to all our customers.
  
  
  Sincerely,
  ********************