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:12/06/2024

  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.

  Contacted North American Warhorse Tuesday Sept. 17th, 2024 to schedule service on my motorcycle which incl. rebuilding the front suspension due to a leak, fix an intermittent horn issue, as well as a PA inspection. The service advisor was notified at this time that all repairs were approved and the initial appointment was set on Sept. 24th, 2024. I immediately notified them that the bike was inoperable, and would be towed in Sept. 21st, 2024 without the front fender for transport. The bike was dropped off on the 21st and again I had specified there was no need to contact me for approval of the repair. I advised the service advisor to order the parts needed for the suspension rebuild at that time. The service advisor verbally agreed in ordering the parts. The end of the following week I had contacted them for an update and was told that they did not get to it yet, and I was told the suspension parts were ordered. This was the same update the week after that (Oct.4th). The week after that I had contacted them mid-week where I was asked for approval to order the parts. I gave verbal approval to both the service advisor and the service manager at this time. Weekly updates insinuated until the parts arrived (supposedly) sometime in the week of Nov. 3rd. The end of this week and the following week I was told they were waiting for a lift to open before working on the bike. I requested a phone call for verification of the bike beginning to be worked on which I received at 9AM Nov 13th. I received a call the 14th stating the bike was completed, was emailed a copy of the invoice, and stated it would be picked up the 15th. ******* at the dealership the 15th and paid the invoice. The motorcycle was disgustingly dirty. Was advised they could not inspect the bike due to not having the front fender. Verified this info was incorrect with the sales manager. **** still does not work after pickup. Bike was transported by the dealer back to the dealer the 21st. No resolution since.

  Business Response

  Date: 12/26/2024

  First and foremost, at North American Warhorse, the customer is and always will be our number one priority. 
  
  Based on all the concerns made by the consumer, realistically most of them we view as positive for our customers.  Specifically, we have implemented processes to improve communication with our customers so as to eliminate any assumptions or surprises that can occur at times when dealing with unforeseen technical issues.  Especially during the diagnostics process. We document and update the customer with any unforeseen changes and/or charges that may occur while their bike is in service, as often as needed.
  
  We agree with the customer that his bike could have been fixed quicker once the parts arrived.  We also agree the bike could have been cleaned better prior to him picking his bike up.  However, we do disagree with a few claims.  1. State Inspection not completed.  The customer was notified on the day of drop-off that we could not perform a state inspection on his bike without the front fender.  The customer did have the option to bring us the front fender, but stated it was too far of a drive for him, and he would bring it back at a later date to get it done.  **** still didnt work.  The horn did work when we finished the bike and at the time it was delivered.  It also worked when the bike was picked up and brought back to the dealership (see multiple notes on this in the attached document saved as RO-Horn Notes).  We believe it was working intermittently.
  
  In summary, North American Warhorse does take responsibility for a few of the customers complaints.  Our resolution for the customer includes the following:
  
  Replaced with a new horn assembly at no charge to the customer, approximately $100 (parts and labor).
  
  The bike was picked up and delivered to the customers home at no charge to the customer, approximately $230 (pickup and delivery).
  
  The bike was fully cleaned and detailed.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have 2 open recalls on my bike and being this is the only place that works on ducati near me im stuck wit them. ive been going on 2 months of trying to get the recalls fixed and they will tell me that they have no idea whats going on and take all of my info down and i will never hear anything back from them.