Motorcycle Customization
HRP Customs LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/12/2025
Type:Service or Repair IssuesStatus: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 placed an online for a pair of car speakers on Mar ******* using Affirm as the source of payment. I received and email confirming the order, but that's all I received. On Mar 26, I called and left a voicemail to inquire about the order. I did not receive a response. I called again on Mar 31 and spoke to an associate who didn't have very good phone etiquette. He gave me an explanation as to why they can't ship the item promptly or respond to emails and voicemails. I told him to just cancel the order. He said, "Fine" and hung up. I assumed the order was canceled, until I was charged a $25 payment by Affirm on April7, April 21, and May 5, 2025 for a total of $75.00. I contacted Affirm and told them I canceled the order. They told me that the merchant needs to follow through on their end. I've called repeatedly and their voicemail is almost always full. So, I sent and email asking for them to follow through with cancelling the order with Affirm. Still, not response. I called again on April 8 and few times since then to request they follow through with cancelling the order with Affirm, but again I was sent to voicemail and it was full. All that I ask is that they contact Affirm and cancel the order with them so they can refund my money.Business Response
Date: 05/13/2025
Order was refunded through the dispute already.
our brick and mortar shop has nothing to do with our online business, better check before filling a complaint against our reputable business
Customer Answer
Date: 05/14/2025
Complaint: 23314545
I am rejecting this response because: There was no notification to me that there was a refund. But, no follow on communication appears to be your business model anyway.
Affirm refunded what I paid them after I filed my complaint with them.
As to your rude comment, "our brick and mortar shop has nothing to do with our online business..." You only provide ONE customer service phone number on the sales receipt, online on the website and every source that confirms the business exists. There is ZERO distinction that they are two separate entities. Your rude comment was unnecessary, but it aligns with the demeanor and poor phone etiquette I heard the only time you answered the phone. I do not recommend your business to anyone.
Affirm refunded what I paid them. I am done with you forever.
Sincerely,
***** *****Business Response
Date: 05/14/2025
This is nonesense and this complaint should be removed from our brick and mortar shop page, we have perfect reputation, and should not have this non sense complaint be in our page.Business Response
Date: 05/14/2025
This is nonesense and this complaint should be removed from our brick and mortar shop page, we have perfect reputation, and should not have this non sense complaint be in our page.Customer Answer
Date: 05/15/2025
Scroll to the very bottom of the message. It has the sales receipt that includes the phone number, email and website. That's the contact information I used in my attempt to connect with them. When I searched the business on the BBB site, it showed the same information. They're just trying to put all of this nonsense back on me.Business Response
Date: 05/15/2025
Hey there *****, the Affirm refund was made by us, but I am not here to argue, not sure why the refund didn't got proccessed on our original timeline since our website system showed it refunded long time ago.
once I logged in to the affirm account I saw your claim and approved it, this was done by us and not by Affirm which probably would have got involved later down the road.
I apologize for your poor experience, yet we are a real shop that build real bikes and we get really busy sometimes.you might have took my phone accent as rude, but truly there is nothing that matters to us more than our customers, our history shows that over and over.
I hope you have a great day and ride safe.
Business Response
Date: 05/15/2025
Hey there *****, the Affirm refund was made by us, but I am not here to argue, not sure why the refund didn't got proccessed on our original timeline since our website system showed it refunded long time ago.
once I logged in to the affirm account I saw your claim and approved it, this was done by us and not by Affirm which probably would have got involved later down the road.
I apologize for your poor experience, yet we are a real shop that build real bikes and we get really busy sometimes.you might have took my phone accent as rude, but truly there is nothing that matters to us more than our customers, our history shows that over and over.
I hope you have a great day and ride safe.
Initial Complaint
Date:02/08/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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.
On Aug 27th 2023 Reported the problem they claimed they fixed was happening, dropped it off on and off until finally I couldn't risk riding my vehicle to them anymore and they picked up the motorcycle on Sept 4 2023, In January 2024 and the shop continues to tell me two weeks, three weeks more they need, Uploaded entire text history to prove custody. Then learned my bike was taken the the shop owners home to work on it and no communication, I have to continually reach out, Bike is valued at $6,000 private sale retail. Have asked multiple times for my property to be returned done or not.Business Response
Date: 02/14/2024
Initially, the customer brought his bike along with parts he bought himself, and asked us to use these parts to fix his bike.
After the customer's parts were installed, the customer picked the bike from our shop. After that, the problem repeated itself a few more times, although our shop don't give warranty on work being done with personal brought parts and items it was agreed in accordance with the customer that the shop owner will work on it personally, to see what's wrong with the bike and why it keeps overheating. It was explained to the customer that this way it will take longer because of the owners busy schedule. During this time, the customer has never showed any concern or asked to pick up his bike.After long diagnostic we found out that the water pump that was installed is faulty and we ordered a new water pump, older bikes like this one has no new available parts at the dealer, and it can take a while for the parts to arrive, the water pump we ordered is supposed to be delivered to the shop on 02/20.
we do want to note that we hold no motorcycles against any owners will, and if someone wish to pick up his motorcycle before the fix is done they are welcome to coordinate and get it, more than that, we do have a tow service and can drop the motorcycle at the owner house, although there is a new water pump on the way and its advised to finish the repair.
The motorcycle moved back to the shop to work on by our regular staff and regular schedule (that's according to 2/13/2024)
Customer Answer
Date: 02/21/2024
Complaint: 21212920
I am rejecting this response because: I will provide further documents, Shop did the initial header problem, which caused the over heating problem and had a Uncertified mechanic work on it and shop has admitted it through the Text provided messages, as it stated in the text messages provided, the problem occurred after the initial header, Parts were provided at request of the shop as they wanted to charge a over head for ordering through their shop and outlets attached are the part lists, the Water pump was directly OEM from kawasaki, the Throttle body was bought as I was told it may be cause from a sensor issue, My next step will be obtaining legal council.
Sincerely,
***********************Customer Answer
Date: 02/23/2024
The shop is working with me, communicating and believes the issue has been solved.Business Response
Date: 03/06/2024
Since this communication, customer and the shop has been engaging through messages,
a new water pump OEM Kawasaki was installed and the overheating issue is fixed, the bike had another issue that caused by the throttle bodies and while communicating with the customer got to agreement to order a used throttle body and install it to fix the idle hang issue, today the used throttle bodies showed up and were installed on the motorcycle, after a ride to test the shop determined that the issue of the idle hanging is solved, but the low idle issue is still there, using used parts is not a guarantee and sometimes we need to replace it more than once with used parts.
The motorcycle is safe to ride and issues have been solved, the shop recommendation is to not try and chase the idle issue as far as ******************** within the original specifications right now.HRP Is a small family owned business that guarantee their customer satisfaction , I am sure that if any further help needed from our shop we will be here to help regardless of the circumstances.
Customer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, I have been in contact more with the owner and have been communicating more on the issue, and believe the issue has been solved and rectified to my liking.
Sincerely,
***********************
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