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:09/06/2023

  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 am kind of frustrated I've been very kind and pleasant and understanding with ***** and **** and the whole team at mph maximum performance. They had my bike for over three months since May 27 memorial day weekend I went on Wednesday to pick up my motorcycle my 2008 Yamaha R6 they did a tune by passed certain stuff o2 sensors exup not a problem my total bill was $2200. My friend followed me the day I took off the shop to get gas got off the ******** exit couple miles down the road from their shop the motorcycle died soon as I pulled off the exit so I brought this motorcycle to get fixed of the stalling and cutting out issue money is not a problem at the very patient and polite but it's frustrating for them to look at it and see what's wrong but I don't want to waste another three months to six months and I lost a whole riding season the motorcycle still continues to cut off and shut off and hesitates to turn on. I have no hard feelings towards this place. I wish them the best. I paid my dues, but I would not recommend doing service or ever again it's unfortunate that I had to do this thanks for not fixing my motorcycle after 3 months of time wasted a photo of below is my friend trying to help me figure out why it won't start again the bike was very hesitant and keeps cutting off so I paid $2200 for the bike to not be fixed also ***** advised me that he fixed the two codes "code19/code20" in my motorcycle and the diagnostic shows the two codes still are on and the same day i picked it up from the shop the motorcycle was on E 2 miles down the ride it shut off me they kept my motorcycle for 3 months and didnt fix the issues lied about servicing it tune *** flash sprockets chain were done o2 sensor by passed motorcycle cuts off continuously i want a refund for $2,200 or half of the cost or im taking legal action in court they lier about the services performed and repairs misleading customers i want a full refund or half!!

  Business Response

  Date: 09/08/2023

  Sorry you seem to be having issues. Staff and I have attempted to reach out to you on several occasions without success. I'm not sure what issue you may be having but as in all cases we are happy to stand behind our work and address any issue you may be experiencing. i have reviewed your work order and see that you had several items address that add to the total amount of the invoice, several new parts and correcting some improper installations, as well as **** work. These items make up the majority of the invoice, so a refund/half is not a reasonable request. Especially without the opportunity to check out you concerns. This maybe a simple fix. I would really like to hear from you as soon as possible and get the opportunity to address whatever it is you might be experiencing. I have called 3 times personally, ***** has spoken to your brother on 8/6 to get in touch, I texted you last night, and lastly ***** emailed you on the 6th, all with no response. If the bike needs towed, we can make the arrangements with you. In regard to a delay in repair, I can make sure you are a priority and looked at same day. Reach out and let see what we can do to resolve your concerns.

   

   

  Customer Answer

  Date: 09/08/2023

   I am rejecting this response because:
  The motorcycle was there for three months and if you were me, would you bring a motorcycle back to the shop? They lied to you about fixing certain repairs and you guys didn't for example, ***** said he redid the line that was backwards, code 19 and code 20 are still on bike was good and cold start and then soon as I got off the exit  a mile on ******** to get gas at the ******.bike shut off had to fight to start how does a shop tune a bike that has stalling issues ? Did you guys check the fuel pump? Kill switch ? Ignition switch? Side stand switch ? No you guys had the motorcycle for over 3 months and still not done i brought it in for the issues of stalling and cutting off when motorcycle temperature goes up and cuts off that was never fixed you guys lied about fixing the issues from day 1, 3 months and motorcycle doesn't even start anymore unfortunately it is what it is you do not stand behind your work sorry to say that but i dont want anything from this business we will all move on thanks!!

  Business Response

  Date: 09/11/2023

  Sorry you feel this way. Some simple direct communication I'm sure can resolve any issues you may be experiencing. Unfortunately, if you're not willing to let me help you directly there is not much I can do to confirm or repair what may be of issue. As I had said, I will personally see to it you have no delay is evaluating this current problem you are explaining but as a business and the amount of running the bike did while it was here i do need to confirm what your experiencing. If we need to fix something than we fix it.   As you can see from the original work order there is nothing listing a stalling problem directly. upon the initial documentation it was here "customer states bike has multiple fi lights , exup system, cooling system, - cleared all codes" I'm certain you probably mentioned this during a phone conversation with ***** that the bike stalled. Again, you had several issues that we addressed through this repair, including running the bike on the **** for several hours without any additional starting issues. the bike is run and tuned at operating temperature so we would have experienced this during that time. I have two days that we had the bike on the **** that i verified today and are time and dated as such in the computer along with several recorded horsepower graphs from 20% throttle all the way through 100%. it would be impossible for us to continually drive your bike during this time if it stalled and wouldn't restart or continued to stall and we had to restart the bike every time we needed to make a run. lastly your bike was test ridden twice, once when the tuning was completed and finally once the handlebars/chain and sprockets were replaced. neither time did we experience a stalling or starting issue. To blatantly accuse me or my staff of lying is just false.  I just don't do business this way. 

  Again, I'm offering to take a look at your bike, put it back on the **** (while your here if you'd like). Please help me help you. My only goal is to make sure you are happy with the service you received and resolve any issue if you're not satisfied. There is no reason you should be this unhappy. i understand that the bike had been here for an extended time but unfortunately, we can only get so many bikes through the door at the peak of riding season in the order that they were dropped off. Communication should have been better, and we are always working to make our customers experience better and smoother every day. After 23 years in the business, we are never happy when a customer like yourself doesn't feel any think but satisfied with our service. let's fix this together. Please call me at ************ and just ask to speak to me directly.

   

  Customer Answer

  Date: 09/13/2023

   I am rejecting this response because:
  
  Your staff did lie about the repairs of the two codes code 19 and Code 20 were still on ***** said he re did the two lines and codes were cleared so if the codes were cleared, why are they still on code 19 and code 20? And diagnostics mode is still on so if you clear the two codes  and you say your staff did it, they wouldn't be on. And also if the motorcycle was driven after the ****, your mechanics or technician would have known that the bike was cutting off/on and you guys 100,000% knew that this bike shut off on you you're just lying to cover your own behind because you know you it did why lie about the codes being cleared? I have videos of the motorcycle stalling and you said you cleared the two fault codes but they are still on which I have proof of you never cleared the code videos of bike stalling and not turning over have proof 23 years you ve been in business but this is another level of shady work i will not take my motorcycle back to you if you were me you d be upset and angry as well i even said from the start motorcycle came in for stalling issues you guys never even tested the fuel pump horrible business practice your techs must out of High School programs i know my motorcycle better then your staff and you look at your toot reviews and he BBB complaints over the years i hate to be like this but this experience was horrible refund or something of a refund back 

• Initial Complaint

  Date:01/25/2023

  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 took my motorcycle to MPH to have it rebuilt. The owner and I verbally agreed on a price range fromb$17,000-$21,000 for the build. I gave him $17,000...during the build he contacted me from time to time to add parts, I had no problem with that. He past our deadline by months, via email I repeatedly asked if we still in budget, he always said he would get me a price...he never did. when he finally said the bike was almost ready and he had my total...he said I owed him an additional $31,000. I have several emails stating that my budget is my budget, so please don't go over. I have contacted lawyers and they say I don't have a contract so I have no legal standing. hopefully you guys can help me.

  Business Response

  Date: 01/30/2023

  I have addressed this with ****************** on several occasions over the past 4 years of this build. The bike in question had been brought to ** Nov 9, 2019. We promptly evaluated the project with a long list of issues including motor/chassis/charging/suspension/**************** as well as basic maintenance all discussed and itemized as issues that would need addressed - contacted on Jan 9, 2020. initial budget if possible $9500 to repair safety systems first. Was to stop and drop off deposit on 2/18/2020 no show, left messages 3/2/2020 - discussed estimate again was to stop down and pay $500 - no show. Contacted again on 3/10/2020 - he would call back with a credit card with $2000-$2500 DEPOSIT to get started. no show. Left message on 4/8/2020. 4/11/2020 ****************** will stop down to discuss a full custom build. complete new Rear fender/saddlebags - replace motor with bigger performance crate motor, custom paintwork, and powder coating will drop off $4000 deposit to start. 4/21/20, 4/24/20, 5/20/20 trying to gain contact for clarification - labor and storage already completed all teardown to the frame, disassembly of motor and drive line.............and this went on for just under a year.... bike had been stored away, all parts boxed up and project placed on hold. printed and dated copy initial estimate 2/18/20 starting at $9804.35 with trying to used original engine/drivetrain

  5/30/2020 first payment made $3000 - no additional deposit until 12/19/2020 - project back on the schedule and I started to order major parts per discussions and process to build - $7500(originally ordered chrome, customer changed his mind wanted black edition $825 increase and i sold the chrome motor he had us order after being here a year without penalty) engine/$body kit $3400 - budget goal now $18000-$22000 discussed in person 12/19/2020 - in this new list - custom paint$4500 final price(2 tone w/pin striped)approved - new rear-end lighting $800, upgraded audio for new bags$2000, hardware for updated bags and lids $580(hindges,latches,locks 2014 model) at this point ****************** was advised parts alone with out itemizing and replacing chrome parts he has for black colored parts he wanted already was roughly $17680 without any labor/repair of systems that would be reused discussed previously. approved to move forward.  He added an additional $1500 deposit - also approved blasting and power coating of complete frame/chassis/swingarm/wheels front and rear($1075 plus labor to strip and reassemble items to be coated black) revised estimate 12/30/21 $27,508.40 

  continued deposits Feb., Mar, April, May 2021

  4/19/2022 - discussed the need for and upgraded electronics as well as fuel system to support upgraded motor and driveline - primary drive/clutch also needed upgraded to accommodate increased performance. discussed as we reassembled bike to repair all maintenance issues along the way - approved

  printed estimate current running total $32,963.31  ****************** stopped in person so multiple occasions to discuss and view progress as well as add additional items. 

   

  Below some email exchanges - discussing progress and items for his approval.

   

  Can u meet me at your shop at like 10:30 on Saturday?
  
  On Tue, Apr 26, 2022 at 8:13 PM *** JUST <********************> wrote:
  Illb there Saturday morning
  
  On Tue, Apr 26, 2022 at 8:06 PM ******************* <*************************************************************************; **************
               Im trying to give you as much information and advance notice as possible. Im not thinking may 8th is going to happen. As hard as Im trying to make it happen, this is not an issue of my time working on the bike because I have only been working on yours but we take ten steps forward and two back,resolve those issues and repeat 2 more. The list is getting much much shorter.  When are you available and able to discuss where we are at, the parts, labor  - where we are at and how you would like to proceed.Mechanically
  As you know this bike was a complete mess but as I promised I have addressed each and every problem as I come across them I dont want to start sacrificing quality and the end product since we have come this far and can finally start seeing then end.   There are obviously many specific thinks I have worked out but the list is long. Some foreseen some not.
  
  I dont want to get into specifics via email and I know you have plans to have the bike included but between the time/parts/decisions I cant make for you/expense its time to get together. In person or via phone.

  5/9/2022   **************************************************************************************************************************************************************************************************************************

  I completely understand interest on your money and I have no problem with that. I wasnt expecting this price so yes payment plan is my only option. U put something in writing with our exact dollar amount thats owed we both sign and get u paid. I appreciate the work. 
  
  On Mon, May 9, 2022 at 1:18 PM ******************* <*************************************************************************; ****************** would be whatever your comfortable with. So to clarify payment plan I was talking about as I do for any other customer over the winter or special projects. You can make payment however you see fit up and until the bike is complete. Bike as always has to be paid in full before it is released from the shop. Under special circumstances like yours once the bike is complete, if you need additional time to pay the remaining balance without additional storage or pursuant of a mechanics lean to clear my expense, you and I set an agreement of payments that works for both and as long as these are met as stated everything proceeds as normal. Until then you have to understand Im investing my money into your bike (in excess of your current deposit aprox 2/3)  as I explained to complete the bike and keep it on track instead of halting work while waiting on fund to be available from you. Please keep in mind I am most certainly not acting like a credit card or bank in this arrangement but I can not afford to be charged interest on my money without passing on the cost, so please keep this in mind..   my ultimate goal is to finish building you your bagger to completion with the best of quality and reliability I possibly can.You will end up with one of the premier bike wherever you go.  My only goal is for you to end up with this bike and being extremely proud to own it..
  
  
  *******************
  MPH-Maximum Performance & Handling llc
  4250 ********
  ************ 44264
  ************
  *************************************
  
  
  
  From: *** JUST <********************>
  Sent: Monday, May 9, 2022 9:53 AM
  To: ******************* <*************************************>
  Subject:
  
  Send me your ideas on a payment plan, so I can get that started. I love how that bike came out. U killed it. ????

  ***********************************************************************************************

  June 11,2022 this is when ****************** decided that all the additions he approved on the bike became inclusive to an estimate discussed back in December 19, 2020 - has no knowledge of the additional cost involved. This is after a phone conversation that he wanted to pay an additional $10,000 on a $35952.57 balance and call this even, paid in full. I declined!! previous to this conversation he had just had me place an order for an additional $6800 in parts - $1495 gauges, ,foot pegs, engine covers, grips, mirrors, floor boards, billet parts. ****************** also showed up with the local police department, a uhaul, 3-4 of his friends to try to take the bike without paying while i was out of town. He was promptly removed from the property by the same police department that came to meet him. i talked to an attorney who contacted me on his behalf. I explained and shared the same information with them. i am now after completing the bike and again **** months have past without any contact looking to either get paid or recoup the funds i offered to front to complete his motorcycle while he made payments. It has been since 5/15/2021 that I received the last payment from him. this is over a year and a half i have given him to figure out how he would like to resolve the balance due. i completed the bike as requested and instructed to his specifications. I have discounted parts/labor and paid out to keep the project moving forward while he worked out his part as discussed via phone and email. I can supply many additional documents, notes, dates, emails, photos to support all of this. this complaint has been prompted by the certified letter he received on Jan 24, ************************** full as well as storage($25/day explained on the signed work order) the letter also explained he could make arrangements to pay the balance to pickup his bike. 4 years is now    

   

  Just let me know if u plan on finishing the bike and we resolve it or do we have to take a different route. We agreed on *****k I expected some overages maybe 3-5k I would never agree to a *****k dollar bike. 
  
  On Sat, Jun 11, 2022 at 12:57 PM ******************* <*************************************> wrote:
  *** when I get home tonight would you like me to call you? 
  I will not be home til later this evening but I would say it would be approx **** pm 
  
  I have your work order with me and have everything we previously discussed. 
  
  Completely up to you how you would like to proceed.. 
  
  Please advise 
  
  
  
  The information contained in this email may be privileged and confidential and is intended only for the use of the individual/entity named.Dissemination, distribution or copying of this email and any attachments thereto, to anyone other than the intended recipient is prohibited. If received in error, please immediately notify me and permanently delete this email from your system without copying or forwarding. Opinions, conclusions and other information in this message that do not relate to the official business shall be understood as neither given nor endorsed by it.  Any legal information in this communication is not intended or written to be used by any persons to avoid penalties under any federal, state, local or other tax statutes or regulations.
  
  *******************
  
  MPH - Maximum Performance and ************************************************************************ 44264
  ************
  
  From: ******************* <*************************************************************************;
  Sent: Saturday, May 28, 2022 7:34:38 PM
  
  To: *** JUST <********************>
  Subject: Re:
  
  ***** mentioned you stopped in today but didn't make a payment as you had mentioned.
  
  To clear up any confusion, as I have said in every email and conversation we have had since you came in to see the bike and discuss the payment and balance of this build, the invoice must be paid in full before the bike will leave the shop. ***** said you might have some confusion about this but I wanted to again make sure you understood. Please review previous emails if you need additional information.  I can also resend any and all if you may have deleted them. 
  By the end of next week I will have the raider of the parts and pricing so you have a grand total. 
  As you did before, make payments and you'll be riding in no time on this one of a kind a bagger. 
  
  
  
  The information contained in this email may be privileged and confidential and is intended only for the use of the individual/entity named.Dissemination, distribution or copying of this email and any attachments thereto, to anyone other than the intended recipient is prohibited. If received in error, please immediately notify me and permanently delete this email from your system without copying or forwarding. Opinions, conclusions and other information in this message that do not relate to the official business shall be understood as neither given nor endorsed by it.  Any legal information in this communication is not intended or written to be used by any persons to avoid penalties under any federal, state, local or other tax statutes or regulations.
  
  *******************
  
  MPH - Maximum Performance and ************************************************************************ 44264
  ************
  
  From: ******************* <*************************************************************************;
  Sent: Tuesday, May 24, 2022 6:13:22 PM
  To: *** JUST <********************>
  Subject: Re:
  
  What you pay on the bike while I'm still building it is all depending on what your comfortable paying. Obviously the more you can do the less you will have when the bike is complete. No matter what you pay now has no effect on me finishing the bike as soon as I can. I want it done as much as you do. Once it's completed, we will see what you have left and what makes sense paying the balance. At that point, the sooner the bill is paid the sooner you will be riding. As long as you're making serious progress, I'm good. ??
  
  The information contained in this email may be privileged and confidential and is intended only for the use of the individual/entity named.Dissemination, distribution or copying of this email and any attachments thereto, to anyone other than the intended recipient is prohibited. If received in error, please immediately notify me and permanently delete this email from your system without copying or forwarding. Opinions, conclusions and other information in this message that do not relate to the official business shall be understood as neither given nor endorsed by it.  Any legal information in this communication is not intended or written to be used by any persons to avoid penalties under any federal, state, local or other tax statutes or regulations.
  
  *******************
  
  MPH - Maximum Performance and ************************************************************************ 44264
  ************
  
  From: *** JUST <********************>
  Sent: Tuesday, May 24, 2022 5:46:54 PM
  To: ******************* <*************************************************************************;
  Subject:
  
  I think the payment arrangement was something that u should have done so your comfortable with it. Just want it to b ok for both of us.

  *********************************************************************************************************************

  In closing, I build this bike for ****************** and as I have explained to him I would really like him to be able to enjoy all the time, planning, hard work that has gone into getting this together. Unfortunately with this type of build it is not my job to determine what someone is willing and able to pay, only proceed as instructed, build the best product for them and hope they enjoy their investment for many years to come. I am a motorcycle repair shop, not a bank. I do not write loans. I performed the work, supplied the necessary parts, put them all together. I have been more them patient and like any other business require to be paid upon competition.

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  as i stated in several emeils please stick within the budgetwe agreed upon.I completely understand going over budget a few thousand dollars, but $31,000 is unacceptable. ihave several emails stating "i hope u dont plan on coming up with a $10,000 bill at the end cause i dont have that kind of money". its just not even logical for him to get to a total of $31,000. im trying to resolve this the best way possible.
  
  

  Business Response

  Date: 02/11/2023

  I stand by my previous response and notification letter you received.