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:07/18/2024

  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.

  New Haven Powersports mad a major repair on my 2013 ***** ***.
  
  They gave it back to me a broken part installed on the steering. Leading to an almost catastrophic outcome on the ****** *******. They took it back , replaced the part. When they returned it to me the front brake caliper was loose. 2 main pins only finger tight. I realized this when it started to clunk.
  I brought this to their attention-
  THEY SAID THEY WERE NO LONGER DOING BUSINESS WITH ME.
  TWO MAJOR REPAIRS DONE WITH NEGLIGENCE.

  Business Response

  Date: 07/18/2024

  New Haven Powersports has a history of doing business with
  Mr. ******* since 2015, doing repair work on his 2013 ***** ****** at least 14
  times.  His current complaint goes back
  to January 2022.

  
  On January 8, 2022, we picked up Mr. Siuzdak’s  2013 ***** ****** to do requested work:
  New front fender, change oil, check belt and new mirror. – please note that the front fender repair is the root of this dispute.

  
  Our dedicated scooter mechanic advised him the following
  diagnosis and recommendations:
  Coolant leak – leak at hose to cylinder
  Intake and emission hose cracking
  Front fender work – labor estimate to replace the front
  fender
  Valve inspection
  Rear brakes replacement

  
  On January 20, 2022, Mr ******* declined the recommended repairs
  and ONLY wanted us to:
  Do CVT work (replace the CVT belt due to mileage
  recommendations from *****, this involves replacing the belt, clutch rollers
  and slides)
  Replace the exhaust gasket (found to be leaking and causing
  a noise – noticed when inspecting the CVT belt)
  Do the Oil & filter change
  The ***** service was paid for ($666.21) and taken on March 24,
  2022.
  
  On May 17, 2022, Mr. ******* dropped off his ***** with the
  following requests:
  Customer states after last service there’s a grinding noise
  in the case when hot
  Starter fires off by itself.
  We called Mr. ******* to update on the work needed to repair
  his ***** and he stated that no work was needed at this time.
  The estimate was paid for on June 10, 2022 for $136.93
  Mr. ******* brings his ***** for service on June 17, 2023
  and states:
  Replace the battery
  Do the previously quoted work (from a year ago)
  The starter keeps staying engaged
  Replace a broken reflector

  
  We replaced the battery, changed oil and filter, replaced
  the air filter, spark plug, and put fresh gas in.
  We also replaced the front fender (which requires
  disassembling the entire front end) along with a left reflector
  Replaced the rear brake pads, and the front rotor and brake
  pads
  Replaced the rear tire and a new valve stem
  Before the work was completed, we called Mr. ******* on
  October 3, 2023, for a deposit towards the work because ***** parts needed to
  be ordered.  Mr. ******* called me (the
  owner of New Haven Powersports) on October 6, 2023, to ask that he not leave a
  deposit, to which I made an exception) although I had no previous knowledge of
  the repairs being made to his scooter because I am not involved in the
  particulars of every vehicle left for servicing.
  The ***** was picked up on December 21, 2023, and the bill
  was $1795.70

  
  On December 27, 2023 Mr. ******* called to advise he wants
  the ***** picked up and states:
  The front end moved while riding – please check and
  advise
  The headlight is nicked and he requests it be replaced
  Replace the clock
  We called him several times to arrange pick up and our calls
  were not returned, therefore we were unable to physically inspect the *****.
  The ***** is brought in for service on March 20, 2023
  The ***** now has 513 more miles on it than when last seen
  in December 2023, brought in for the following issues:
  Tighten steering
  Replace the clock
  Replace the headlight
  
  
  
  Mr. ******* picked up the scooter on June 11, 2024 and paid
  $292.18  (we also removed 4 hours of
  labor for the headlight and clock as a courtesy gesture)
  
  When Mr. ******* was leaving on June 11, 2024, he spoke to
  me and described the experience on the highway when the handlebars were
  completely turned to the side while the ***** was going forward and how before
  this happened, he heard a rattling coming from the front end and found the
  front brake caliper bolts to be only finger tight.  (The bolts did not come so loose as to cause
  the caliper fall off and to obstruct the steering in any way.)
  In early July 2024, Mr. ******* had called me and was
  extremely aggressive when he spoke  regarding his experiences with the steering
  issue, and how he is a decent backyard mechanic, and how he feels that he
  does not trust the mechanics at New Haven Powersports, and possibly we are intentionally
  not fixing the scooter properly.
  He then stated that he would come in and speak to me in
  person, “with a different attitude” to discuss this matter.  After the phone call, I spoke to the entire
  service department, it was clear that Mr. ******* is extremely aggressive,
  demanding and demeaning towards my employees in many previous phone interactions.
  I decided that New Haven Powersports would politely decline to do any further
  business with Mr. *******, and I would tell him that when he came in for the in
  person discussion.
  Mr. ******* called on July 17, 2024, my service advisor asked
  me if we are doing business with him and I told him no.  We advised Mr. ******* of our wishes and he
  immediately became aggressive and demeaning. 
  He called right back and told the service advisor that if “we gave him a
  tire, this would go away quietly”.  We
  declined his offer, Mr ******* then called back and I spoke to him and he said
  that “he has the time and the means” to not let this go.
  Mr. ******* then called ******* (the manufacturer of *****
  scooters) to complain about his service that we “failed to tighten the brake
  calipers and risked his life”, and that we should reach out to Mr. ******* and
  try to resolve this.  I responded to
  ******* that Mr. ******* is aggressive and abusive to speak to and they stated
  that he was a bit aggressive with them also.
  Mr. ******* subsequently has called New Haven Powersports 13
  times on Wednesday July 17, 2024 with 3 of the calls being hang-ups and as of
  this writing on Thursday July 18, 2024 he has called and hung up on us 8 times.
  I am not sure why his disputed amount is $2700 as the
  repairs directly related to the fender repair are less than the $1795.70 amount
  paid on December 21, 2023, but we have reluctantly decided to have ******** *****
  do a safety check, even though the previous issues have been fixed by us and
  Mr. ******* is a self-proclaimed “decent backyard mechanic”.  I spoke with ******** ***** to arrange the
  safety inspection and they declined to get involved in this dispute.