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:01/13/2025

  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.

  7/17 Purchase Genuine ***** vehicle from CFM. Vehicle stalled multiple times within the first 30-days of purchase. Vehicle returned to *** 2x related to Stalling issues. **** manager adjusted throttle for each issue. Tow Truck delivery $180 each way, $360 per *************** CFM only paid one trip fee of $180 eventhough throttle should have been adjusted properly prior to leaving showroom. Vehicle then was able to be used 3x weekly for local travel to and from gym, work, etc. 12/14 Vehicle stalls, again. *** contacted, **** notified of all issues. Stated,"I cannot diagnose this over the phone. You'll have to bring me the scooter." This time filter soaked in gasoline and needed to dry before continuing to attempt starting. After overnight drying Vehicle would not continue running when started. Made arrangements through a friend to deliver scooter to CFM on 12/17 around 11a. I called CFM to confirm vehicle received. **** stated,"Yeah. We have it but I can't even look at it until the new year because we are assembling all our pre-ordered vehicles, now." Not understanding why this information wasn't shared on 12/14 during even 1 of 6-calls, nor on 12/16 when I communicated friend would drop-off.On 1/8, **** calls to report vehicle is missing exhaust and seat compartment loose. I asked if possibly someIne began working on it and removed parts for said process. "No, only 3 people work here. I had to call extra people in to help with our assemble orders over the holiday break, as well. I asked to speak to owner, prepare estimate of repairs, review video tapes, discuss reasonable resolution since we delivered vehicle intact, just not starting properly." Owner never returned my call to discuss Next Steps. I ended up having to pick up vandalized vehicle and seek resolution through another *** I want *** to take ************************** for Vehicle while in their care. No Inventory or Assessment sheet completed upon receipt of vehicle or during 3.5wks @ CFM.

  Business Response

  Date: 01/21/2025

  See Attachments 

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because:
  There isn't a statement from business regarding the incident happening while vehicle was in their possession beibg housed on their property for 3wks. No return call from owner to discuss Next Steps to repair bike to working order, at their expense or how they would be sure to incorporate an Inventory/Assessment Sheet into their practice when receiving vehicles for service. This will ensure a clear documentation of how vehicle received upon drop-off. Since this practice isn't in place, business must take responsibility for damages. No other way to move forward to repair relationship and get me to take down My extremely accurate account of the facts. No upon receipt Assessment, no camera footage, no way business can accuse customer of being responsible. Vehicle was intact when we dropped it off, only had an issue running properly. 

  Business Response

  Date: 01/21/2025

  ****,
  
  **** ******* from Genuine called and told us about the phone call he had with you.
  
  He said you had misplaced the paperwork you received when you purchased the ****** So, I have attached another copy of that for you.
  
  I told **** I would forward to him any information we had regarding your complaint.
  
  When we put your ***** on the bench after the holidays and realized what we were dealing with we stopped doing anything more with it and called you.
  
  After we spoke, we took pictures of the scooter to document the damage from your daughters accident and around the exhaust where it mounts to the engine and the frame.
  
  In reviewing the pictures to determine which to forward to **** at Genuine we noticed something in one of them that answers the question of when the exhaust was removed.
  
  In the attached picture what you are looking at is where the exhaust would attach to the cylinder head of the engine. The two long threaded studs would be where the exhaust would mount. The center hole is the exhaust port coming out of the head. What I want you to notice is the discoloration around the exhaust port, on the rear stud and the engine casing. This discoloration is a result of the moped being driven without exhaust.
  
  Being that we never started your moped when it was in our possession it indicates that it was removed before it came into our shop. And based on the level of discoloration it is apparent it has been missing for quite some time.
  
  I hope this helps you at your end to determine who took the exhaust off.

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because:
  This picture wasn't sent on 1/8 when your manager **** communicated his findings 3wks after vehicle was delivered. I do not beleive this is even our vehicle since the vehicle was removed on 1/10. ********* was ordered and managed by the ************ Service ***********************. They received vehicle directly from your dealership and assessment began as soon as vehicle was removed from Tow Truck. Myself, daughter, & son onsite to witness their process. Once I receive their diagnosis report and invoice for complete list of services necessary to repair the damages from. CFM's poor skill attempts to service vehicle, I will post and adjust the Claim amount to include their fees for service. BTW:2-Stroke Oil bottle was completely empty and gas tank composition was half oil and half gasoline. Now, we both know this combination isn't possible from ****************** issues noted but engine wasn't damaged and no smudge from exhaust being missing for an extended amount of time while anyone rode vehicle. Your story changes everytime you speak. 

  Like I said,these details weren't shared on 1/8 so highly unlikely story. I'll upload pictures of the text messages and emails from both you and **** which never mentioned this detail, either.

   

  Still waiting for your plan to reimburse me for the entire amount paid plus ongoing repairs. Something happened at *** over the 3wk time period vehicle was in CFM possession which you as owner must take Ownership & Responsibility for. I am also asking the ******************** which was removed at CFM be returned, as well. 

  Business Response

  Date: 01/24/2025

  ****,

  You have accused us of allowing your exhaust to be taken and the wiring under the seat bucket to be messed with while it was in our possession.

  You have accused us of marking our part prices up by 300%.

  And now you are accusing us of mixing oil with your gas and doing something with the oil in your oil tank.

  Let me clarify with you again our position regarding your accusations.

  No one removed your exhaust during the time your unit was in our possession or messed with the wiring under your seat bucket.

  We do not mark up our Genuine part prices, or any part prices by 300%.

  And we did not mix oil with your gas or do anything with your oil tank.

  As we have offered before we are willing, at your expense,to have all our employees go through a lie detector test. In return we would ask you to offer us the same option with your daughter and her friend who did work on the scooter to see if he could get it to run.

  What you are accusing us of borders on what is legally referred to as Defamation, making false statements that injures a third party's reputation.

  Continued in attachment.

   

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  You have no Inventory Form stating vehicle received damaged. You have no video camera footage proving the vehicle was untouched and safe during the 3wks it was in your possession. Without this, I am free to speculate what occurred since I personally have been able to walk through your entire dealership without anyone offering assistance for at least 5min 3x. Just like you can write what you speculate happened to vehicle "driven for quite sometime without exhaust attached." You have no proof or mechanical skill to substantiate your claim either. We all have freedom of speech and I am sharing My Experience with CFM which I have every right to do whether or not we agree, I may share my experience. I know what we dropped off and I know what you returned, not a functional scooter but a vehicle without one of its most expensive parts, oil mixed into the fuel, coils and things unplugged, bolts removed, etc. No one would have dropped off their vehicle that way, so it's ridiculous for you to attempt to insult My Intelegence and Integrity. 

  Once licensed mechanic shares his notes regarding diagnosis, assessment, & list of repairs. I will upload it for you. Until then, there's nothing else to say. ****** Review & BBB Claim are all well within my right to post and file. This all comes with the responsibility of running a business:Customer Satisfaction, Compassion, Empathy, Honor, & Integrity.