Complaints

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• Initial Complaint

  Date:07/25/2024

  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.

  overcharged me for labor also after getting the bike home they did not fix the parts on the bike they said they fixed the clutch plates and the clutch the bike is still not going into 5th gear I replaced the chain tensioner and it still is making noise they claimed was from the chain tensioner. I test-drove it and it's still not shifting or going into 5th gear. The lights were not repaired I would like a refund for the services which wasn't done correctly or at all

  Business Response

  Date: 07/25/2024

  There was no overcharging of labor.  This bike was brought in after the customer made an insurance claim.  We were asked to do as much work on the bike and that his budget was the amount of the insurance plus his deductible.   
  
  Its been about two weeks since he picked up the bike and this is the first we are hearing of this.  He didnt contact our office to address any of these concerns or else we would have addressed the concerns. 
  
  Referring to the clutch and clutch plate, the customer purchased one from Amazon and incorrectly installed the part.  **** came in making noises.  I discussed this several time with ***.  We put in the ************************* Eagle clutch plate kit.  I then informed him that the noise was still present and that we recommend replacing the chain and chain tensioner.  *** said he didnt have the money for that and would get back in touch.  Replacing the chain is the next step and would resolve the issue. 
  
  When *** got back in touch, it was to tell me that he switched insurance companies because his previous company denied his supplemental claim that he filed so he could afford the additional repairs.  The new insurance company saw the claim and informed me that he submitted a false or fraudulent claim since he had duplicated the same claim with the second insurance company.  At this point we waited for over a month before *** paid anything towards his bill. 
  
  5th gear issue.  As a professional, I am happy to look at the bike and see if I can determine why it wont go into 5th gear.  There may need to be a simple clutch adjustment.  Not sure until we have a chance to look at the bike and to address **** concern. 
  
  As for the lights, there was a short in the system.  We took everything apart and eliminated the short and wired in the *** charging port.  What is the complaint about the lights?
  
  There was also other work completed.  Furthermore, we invoiced the repairs on May 28, 2024 and took nearly 1 and a half months to get paid.  I lowered my labor rate, reduced part pricing, and waived late fees and storage fees all to help accommodate *** and to help resolve this issue already.  We purchased parts and supplies and paid labor to our technician to do the work.  When I asked for a payment, he said they didnt have the money, and I would have to wait.  They received an insurance settlement for $2,333.18 and spent it on other things and now they want a refund for work completed. 
  *** threatened getting his lawyer involved, he then threatened to contact the police and to make a false theft report.  Because of his actions, demeanor and inability to control his anger, we contact ******************************** and they sent over two officers to help to keep the peace. 

  Customer Answer

  Date: 07/29/2024

  Complaint: 22038413
  
  I am rejecting this response because: because the lights do not work, I have replaced the chain and tensioner and it still making the noise. I was told at the beginning it would jute be ********************************************************** I 
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/29/2024

  BBB this complaint needs to be correct to reflect The Shop NB and not Lone Star Equipment.  
  As a professional shop, I am more than happy to look at ********************** concerns on the bike.  All he needs to do is to set an appointment and bring the bike in.  He can wait and be present while we look over his concerns and we will correct the issues related to the service work performed.  ****************** stated he replaced the tension and now stating chain and tensioner.  He previously attempted to repair his clutch and did the clutch kit incorrectly.   I believe they will say anything at this point to get the money back.  As I stated in my last response, they were even willing to make fraudulent insurance and police reports.  I will look at the bike and professionally address the issues but I am not going to give a 100% refund.  It is not warranted or customary to do so.  Bring in the bike first and we can take it from there.  I will peacefully work with ****************** to address all of his concerns.