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:07/05/2023

  Type:Service or Repair Issues
  Status:

  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.

  Early in 2023, I purchased a 2022 KTM Super Adventure S motorcycle from TJs. During the week of June 19th, my motorcycle suffered an incident, I brought it to TJs for a dialognosis and resolution as it is still under warranty. It was a few days before TJ's service department was able to work on the bike, on Wednesday the 27th, I received a call from TJ's to tell me that the motorcycle was smoldering, while testing the motorcycle, the tech walked away from the bike and came back to find it on fire (some of the cables were). I went to the dealership that same day to look at my bike and was initially told that I could not. When I pressed, I was brought to the shop and to my bike where I found the bike covered in oil. It was clear that the oil did not come from my bike but from a bike in a lift adjacent to mine. I asked to speak to the owner to inform the owner that I had no faith in their tech and that my bike would need to be purchased back by TJs as they have been negligent in caring for it and I cannot trust that it would be fixed correctly. On Saturday, **'s called to tell me that they determined that the entire electrical harness of the bike needed to be replaced. I went to TJ's today to speak to *****, the owner, about purchasing the bike. ***** who had previously indicated he would be willing to do so now states that he cannot purchase it back until the bike is repaired, which could be as long as August to September. He is also not offering fair market value. I would like help to resolve this matter which has grown due to lack of experience in the techs working at this shop.

  Business Response

  Date: 07/11/2023

  Motorcycle arrived at the shop on 6/21/2023  with **** miles  -  

  CUSTOMER STATES WHILE ON A RIDE THE **** LOST POWER AND CAME TO A STOP IT THREW A FAULT ON THE **** BEFORE ENGINE STOPPED RUNNING
  CUSTOMER FOUND THE #5 FUSE WAS BLOWN AS SOON AS HE REPLACED IT. IT BLEW THE NEW FUSE. AT THE SAME TIME IT DRAINED THE BATTERY DOWN. 

  After two days of searching for the electrical problem and diagnosing with manufacturer KTM .The bike showed a new symptom and smoldering was coming from the wiring at no point was anything on fire. The  wiring got hot from the bike having a ground to the frame and we disconnected the battery.  At no point did the technician walk away from the motorcycle when this occured.  

  6/27/2023 - We contacted the customer  and notified him of the short to ground causing the smoldering that had arose.  When ************* came to the shop to take a look at the bike. We informed him that he was not allowed to go into the Service Department work area without a manager. Once we got a manager available he was taken to see his motorcycle. 

  We did have a neighboring technician that works next to where the bike was being repaired and he had a accident on the bike he was working on that blew oil on to Mr.************; ********************************* which we cleaned as soon as possible. 

  On July 1st, 2023 Saturday , KTM technical support  and the technician both diagnosis is that short to ground and the wiring harness ,Throttle assembly and possible the *** need replacement. Some of these parts eta are listed below 

  60711012000 Ride-by-wire without throttle tube back ordered 2023-07-21
  61911075033 back ordered until 08/25/2023
  61911078000 back ordered until 07/16/2023  

  KTM has stated when looking at the photos of the motorcycle and damage. That a number of accessories have been installed by the customer as well as the bike has been taken apart and custom painted by the customer. 

  KTM is saying that he has voided his warranty by doing this and the cause of this is possibly from a pinched wire from reinstallation. 

  After this was explained ************* on 7/1/2023 he  wanted us to buy his used motorcycle back. We did not have a chance to evaluate what the value of the bike was on this date 7/1/2023.  

  On July 5th 2023  Wednesday ************* arrived at the shop and was asking what the price of purchase would be. We informed him that we  where not interested in purchasing a motorcycle that was not in working order. 

  When his bike is in working order we would  offer $12,500.00  for this used motorcycle.   

  On this Day July 11th 2023 was have been told KTM is sending a Master Service Technician on July 12th, 2023 to make there own evaluation and repair the motorcycle. 

  After they make there evaluation we will notify the customer **************  

  Thank You 

  TJ's Cycle Sales and Service 

  ***********************;

   

   

  Customer Answer

  Date: 07/12/2023

  Complaint: 20275921
  
  I am rejecting this response because:

  Your story does not support the story that we have obtained from *** prior to leading up to *** sending a Master Service Technician to your shop. We will wait for what KTM says after this visit before we will agree to conclude this complaint. Furthermore, I have looked up the part numbers referenced in your reply and have found and spoken to multiple sources online that have the parts in stock and ready to ship. I would expect that as a KTM dealer that you have access to other KTM dealers so that you can obtain the parts in an earlier timeframe.

  
  Regards,
  
  ***********************

  Business Response

  Date: 07/15/2023

  The unit has been repaired and customer has picked bike up. KTM went above and beyond to take care of the customer.  

  Customer Answer

  Date: 07/17/2023

  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.
  
  Regards,
  
  ***********************