Complaints

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• Initial Complaint

  Date:02/28/2023

  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 purchased a 2021 ****** ********* from Burkes repo outlet on 2/24/23. I bought the bike unseen after verifying with the salesman ***** that the bike was in good condition and that it looked identical to the bike being listed online. I specifically asked if the bike had any damage or scratches that I should be aware of and was told no. When I picked up the bike, I gave the bike a quick once over, as there was not much room to get deep into the bike. The back room was also so full of bikes it would have been hard to really get a good look at it. I rode the bike to make sure it was in good operating condition, which it seemed fine, and I loaded it up on the trailer. When I got home I took time to do a full inspection. What i saw was someone took a black sharpie and colored in multiple scratches on the tank, front fender, and bags. The bags also had deep scratches that if i saw when I was there I wouldnt have bought the bike. I was surprised to say the least, amazed how well the sharpie blended in, but it wiped right off. I contacted the dealer and was told this was my fault that I didnt inspect the bike, and that everyone has their own idea of acceptable quality. I dont know how anyone would call filling in scratches with a sharpie acceptable, and not disclosing that to the buyer. The dealer has elected to ignore me and not make this right. I dont want to return the motorcycle, I want them to pay for it to be repaired or they can buy replacement parts. Im willing to work with them as I bought a used bike and I didnt expect it to be perfect. Using a black sharpie to cover the scratches is deceitful and sneaky no matter if I saw them at the time of purchase or not.

  Business Response

  Date: 03/01/2023

   **** did not buy a bike sight unseen. He came to our shop to pick up a bike that we had for sale. he inspected the bike, went with the salesman to finalize the purchase. After that he took the bike for a ride. being further satisfied he loaded it up strapped it down and headed home 4hrs away. He then sent me an email suggesting he wasn't happy and wanted me to dismantle other motorcycles on my sales floor and send him the painted parts. that is obviously not an option. I truly dont understand his thought process. 

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because: The initial purchase of the bike was UNSEEN. The bike was bought over the phone based on the information that I was given from the salesman *****. In that conversation with ***** I specifically asked if there was any damage or scratches that I needed to be aware of. *****'s response was the bike was clean, that he didn't see anything, and that in fact " the fork lowers looked cleaner than any bike on the floor." Based on *****'s word, I contacted my bank and had them issue the check. 

   

  When I arrived to pick up the bike I did look at it, admittedly not well enough, because I missed the scratches that were filled in with a BLACK SHARPIE. That being said I was told there were no scratches so I never thought to look for them. I was excited to be buying a new to me motorcycle and overlooked them. The fact is the black sharpie blended in very well to the black paint on the motorcycle. Regardless if i missed the scratches, ******* is not taking responsibility for  the fact that they were deceptive in the description of the motorcycle, and covering scratches with a black sharpie, which wiped right off by the way, so they know they did it. If ***** would have told me over the phone there were scratches on the bike I would have never made the purchase to begin with. 

  When I emailed them about the damage i was told that everyone had a different idea of acceptable quality. Now, i know i was not buying a new bike, and i wasn't expecting so, but covering scratches with a sharpie is not acceptable quality to anyone. I tried to make the best out of the situation by asking them to only replace the gas tank with one without scratches. Burkes has multiple bikes on the floor, the tank is held on with 3 bolts, so I don't see where that is over reaching. I even offered to pay for shipping of the scratched tank back to them. 

  What sounds unreasonable is the fact that they know they are wrong, they wont take responsibility, and here I am trying to figure out as easy solution, with them basically telling me to bad. If taking a tank off sounds unreasonable, then why not make a counter offer. 

  I will also add that I missed deep scratches on the saddlebags, and again i admittedly over looked them. I told Burkes in email that i would eat the cost of those, around $1000.00, if they would replace the tank. All of this should have never happened because the bike was misrepresented by the salesman from the start. 

   

   

   

  
  

  Business Response

  Date: 03/10/2023

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