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:05/03/2025

  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.

  On 09/18/2024, I paid $2,099.46 to Triumph of Seattle for the 12,000-mile major service on my 2014 Triumph Street Triple 675R. Fewer than ***** miles later, the engine catastrophically failed at highway speed without warning. I returned the motorcycle to Triumph of Seattle, where a technician confirmed that a bearing had split in a way not consistent with normal wear.Before the failure, I had documented concerning service conditions including the throttle body being propped up by a loose tool over exposed camshafts and the cam cover placed seal-side down on a visibly contaminated shop floor. While I do not allege intent, these practices appear inconsistent with standard internal engine service procedures and may have contributed to the failure.Following the incident, I submitted a formal Letter of Demand in an effort to resolve the matter amicably. I am attaching that letter here solely for documentation purposes. Please note that the reimbursement offer made in that letter is no longer valid, as the dealership declined to resolve the matter at that time. Despite this opportunity, the dealership declined to take responsibility or engage in any meaningful discussion. During my final visit, the general manager told me to take a hike, which I found dismissive and unprofessional.This failure occurred despite meticulous maintenance, timely servicing, and proper documentation. It put my safety at risk, rendered my motorcycle inoperable, and caused significant disruption to my daily life.I am seeking reimbursement for the cost of the major service, compensation for the now-disabled motorcycle, and damages related to loss of use and emotional distress. I hope this complaint will prompt Triumph of Seattle to reconsider their position and work toward a fair resolution.

  Business Response

  Date: 05/20/2025

  The accusations presented are missing some key details. You will see that this customer rode his 14 year old bike 1000 miles over the course of the six months after the service was rendered at our shop with no issues what-so-ever.

  Furthermore, according to the customer after the bike had experienced engine failure 'at highway speeds', he fails to mention he rode the bike to our location rather than having it towed, causing further damage to the engine and limiting the ability to accurately diagnose the issues at hand. The customer was not interested in paying for additional diagnostic work on his bike, even after we covered the initial inspection. 

  The customer then wrote us a 'Letter of Demands', as provided, insisting on the blame being on us for the work we did. Its my understanding this customer is now the third owner of this bike, and has no written record of the bikes history or ridership. There is simply too many holes in this story for us to accept being at fault some 1000 miles and 6 months after our standard service was completed. 

  We have offered to repair his bike at a reduced rate, offered to help allocate outdated obsolete parts, and even allowed him to store his motorcycle on the premises for 30 days while he figured out what would be the best course of action. We have spoken with him on several occasions in person and over the phone trying to bring what light we can to this situation. The customer was only asked to leave the premises of our shop after he came in threating our staff with legal action if we did not fix or replace his motorcycle with no additional evidence to support his irrational claims.

  We have been nothing but professional, empathetic, and generous under the conditions this customer is in. This customer broke his bike bike and is looking for someone else to fix his problem. We did what we could, as we always have for a member of our community. 

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  On Sep. 16, 2022, I purchased a 2022 Royal Enfield Himalayan motorcycle for the price of $9,690.30. In Feb. 2023, the *** light turned on and remained on, indicating a defect in the ***. I brought the motorcycle to the dealership on Feb. 24, 2023 for warranty-covered repair. As of today, May 8, 2023, the dealership still has the motorcycle, and the dealership has not completed repairs as per warranty. Since I dropped the motorcycle off, I have had to call the dealership over 15 times for updates, even showing up in person. Numerous times the dealership did not return my calls, after promising to "get right back" to me. Each time, I have gotten a different reply, namely:- The dealership was waiting on a part from Royal Enfield (RE).- They were waiting on a tracking number from RE (I was told this several times).- They were waiting on a response from RE. - They were playing phone tag with RE.- The dealership determined and told me that the motorcycle was a lemon, entitling me to a refund or replacement.- The dealership told me that I would have to contact RE about the bike's lemon status, and that I would have to inquire about a refund or exchange from RE. - The dealership contacted me on Friday, May 5, 2023, saying that they spoke with RE, who was going to issue me a replacement motorcycle and that RE would contact me to arrange this. I asked for a date; the dealership was unable to provide me with one. I have not yet heard from RE, but I did email them about the replacement and received a reply only to say that they had received my email and have forwarded it along to "the relevant team." I have no confirmation that RE intends to issue a replacement.- I requested confirmation in writing by May 5, 2023 that the lemon bike would be replaced or refunded; I received no written confirmation, only a phone call from the dealership. The bike has been "in repair" now for 73 days--43 days beyond the 30 day lemon status as stipulated by law.

• Initial Complaint

  Date:11/03/2022

  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.

  I purchased a motorcycle from triumph of Seattle and opted for my motorcycle to receive a ceramic coting to protect the metals as part of the finance option. It was late in the day and the mechanics had all left, so I was unable to receive the first application of The Simoniz motorcycle metal coting. I came back two weeks later and I was told by service that if I wanted them to put the coating on the motorcycle the bike would have to stay overnight. They did not give me a reason for this. The motorcycle is currently my only means of transportation so keeping it at the dealership overnight means that I would have to take a Uber back home and I live 1 hour away. I called the company that makes the product and they said there is no reason why the motorcycle would have to sit overnight after the coating was applied. I feel like the dealership is giving me the run-around and not respecting my business or time. I would like for them to have pick my motorcycle up from my house and bring it to their dealership and apply the coating that I paid for. I also would like for them to transport my motorcycle back to my house after they are finished applying the coating.

  Business Response

  Date: 11/08/2022

  This customer and I had a phone conversation this past week regarding this concern. He did notify me that he left a message with BBB. He has elected to have a refund for the product he purchased rather than keeping the appointment to have the product installed. He is understandably frustrated with the miscommunication he received at our dealership from our new employee regarding the installation of the product and for that I apologized in our phone conversation. We are in the process of getting his refund processed through the bank he financed with. We will keep the customer in communication as we navigate this process. 

  Customer Answer

  Date: 11/08/2022

   
  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.
  
  Sincerely,
  
  ***************************