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Business Profile

Motorcycle Repair

MOM's Enfield

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motorcycle Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Recently purchased a 2013 ******** ***** ***** Picking up the bike there was a ticking sound my boss noticed as we picked up the bike together. Brian said that the sounds was normal and nothing to be alarmed about. I trusted him and rode the bike a total of 170 miles and the ticking got progressively louder. I decided to bring it back to get looked at. The bike has been there over a month and they keep giving me empty promises and one thing after another the bike is still not fixed. I bought a bike from the dealer so I would not have these problems. It is now October and prices of bikes has dropped significantly and I feel I can buy the same bike for $3,000 cheaper right now. I want my money back or a refund of $3,000 as I can buy the same bike for much cheaper as it is now the off season.

    Business Response

    Date: 11/03/2022

    ID - ******** - Response - 

     

         We are truly disappointed to hear that this situation made its way to a complaint with the BBB.  From the start, we completely understood the customer's frustration.  Having issues with a motorcycle only 170 miles after purchase would bother anyone.  However, from day one of the initial complaint, we have gone above and beyond to do everything in our power to resolve this issue.  We overnighted parts at our cost.  We bought parts from other dealerships as far as *******. We re-scheduled other service jobs to make sure this machine we given top priority.  The customer was also communicated with every step of the way.  At the end of the day, certain things were out of our control.  The business world we currently live in is full of back ordered parts, delayed components and shipping delays.  This is especially true considering the age of the motorcycle (2013). The customer was not willing to accept any of those situations.  The customer was adamant that everything was our fault, and that we were not trying hard enough to help him.  

     

         In keeping with our way of doing business, we agreed to completely refund the customer 100%.  The customer made it very clear that this was the only result he would accept.  We also assisted the customer in paying off the remaining balance on his loan so that he did not have to worry about this step. 

     

         Regardless of fault or circumstance, we will learn from this experience and strive to do everything we can in the future to give our customers excellent customer experience! 

     

         Please feel free to reach out to me at any time.

     

    Thank You,

     

    Juan S****

    General Manager

MOM's Enfield is NOT a BBB Accredited Business.

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