Complaints

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used bike from this company in May ** of last year. At the time of purchase, they certified that all repairs, including the shock replacement, had been completed, but during pre-season inspection on Apr ** of this year, the problem of the shock blown was discovered again.They didn't even realize it was the same problem they had promised to fix last year at the time of sale. So, when I protested by showing evidence of e-mail from a year ago, they got very embarrassed and told me that they would call me when I went home and waited.However, they refused a compensation repair, saying that ******* warranty period had passed. But, in reality, the one-year warranty period they claim has NOT passed. (Time of the purchase: May ** 2022 / Time of rediscovery: Apr ** 2023) So, I sent the timelines with captures of e-mail history and protested, but I did not receive any responses.The timeline from purchase to delivery is as follows. I have attached the evidence in this regard.- Apr **: They sent me the initial inspection report prior to the purchase and confirmed the shock leaking issue (Refer to attachment 1 & 1-1)- May *: They notified that the shock part delivery is not yet arrived. (Refer to attachment 2)- May **: Shipping notice (Refer to attachment 3)- May **: Sudden notice for part arrival and replacement completion (Refer to attachment 4)- May **: I picked up the bike - Apr **: Made an appointment for pre-season inspection (Refer to attachment 5)- Apr **: Inspected and shock blown issue found again (Refer to attachment 6)- May *: Appealed and request for repair by email (Refer to the attachment 7)- May *: They notified refusal to repair with an excuse that the 1-year warranty period had passed (Refer to attachment 8)I believe this company either did not replace the shock on sale, or repaired it incorrectly. And now, they are avoiding responsibility making up the excuse of the warranty period, which is not elapsed yet.

  Customer response

  08/05/2023

  "Would you please provide a copy of your invoice and warranty, please?"

  I have attached the invoice in which they were trying to charge me for shock re-repair. Please refer to the attachment 1 (See the Left side bottom box under Estimated section: Rear left shock $******)

  Warranty issue was discussed between the company and Honda,and then the company informed me that 1 year warranty has expired. Please refer to the attachment 2 (Copy of the email they sent me) But, it is not even true as I mentioned in my initial claim. (The date they got delivered the part and installed was *** 12  2022 / The date they inspected and I claimed was Apr **  2023)
  

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  "Would you please clarify your resolution? What are you asking from the business?" 
  

  Reimburse the full $***+tax they were trying to charge me.
  As I cannot trust this company anymore, I will go to another mechanist to fix it.

  Business response

  10/05/2023

  It is unfortunate that people just to complaints like this WHILE we are still working on resolving this issue for *********  The bike he purchased has a blown LH rear shock when we inspected it.  We had ordered the part from ***** and replaced it prior to him picking the bike up in May.

  **** was in for an inspection on his bike with ** on April **** 2023.  His LH rear shock was noted as leaking, the same shock we replaced prior.  He was told at that time that we would have to reach out to ***** and see what their warranty policy was.  Since we are not a ***** dealer, we have to purchase any OE ***** parts through ********************* in Calgary.  We reached out to them the same day to inquire about the warranty.  They told ** that it was just out of the warranty period by about a month unfortunately.  I relayed this information to **** via email.  He let me know by sending me screenshots of our emails from last year that we had actually not installed the shock until mid May so we were within that 12 month timeline.  I emailed him back letting him know that he was exactly correct in that statement once I looked more into it.  When we place an order from *********************, they invoice ** the day we order.  This shock has actually been on back order for almost two months from the time we were invoiced for it and we did not receive it from them until May ** 2022.  I did not recall this when I first inquired to them.  Since finding this out we have reached back out to our contact at ******************************************** and they are submitting a claim with ***** for the warranty replacement shock. 
  

  I have reached out to **** anytime I have had an update or anytime he has sent me an email.  I tried to call him this morning regarding this issue and also have emailed him with no response on either.  We are still in the middle of resolving this so I have no idea why he would file a claim

  Customer response

  15/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I would like to point out three things:
  
  1. It is unfortunate that you just to contact me directly WHILE we are still working on resolving this issue through BBB. Furthermore, the messages you left at my voice mail and email after I made the BBB claim seemed very incensed, aggressive and coercively. Please refrain.
  
  2. The time I claimed to BBB is the date you sent the refusal email on May *. I wrote back to you the same day that I was disappointed by your refusal due to warranty issue. And right away, I requested mediation through BBB. You're mistaking the sequence of time.
  
  3. You haven't still come up with any clear solution yet. So, what's the point? Please be clear about your position to solve issue. Looking forward to hearing from you.

  Sincerely,
  
  ***************

  Business response

  16/05/2023

  *********  I have no interest in disputing this through a third party platform.  The reality of this is that the process takes time.  I have to deal with **************************************, they have to deal with ***** ******, and it all has to come back to me. This should have never escalated to a BBB claim at any point, but especially before there was not a specific resolution.  I had let you know you were absolutely correct on the timeline and that I would reach out again to let ********************* know that we were within the timeline.  You have not responded to either my phone call or email from last week after I tried to reach out.  You have to understand that I take something liek a BBB complaint about integrity very serious.  This business was built on, and runs on integrity so of course I am upset with someone who files a BBB complaint WHILE I am in the process of solving the issue. 

  This will be my last response here on this platform.  If you would like to resolve this, you can reach out to me direct at the shop.  Your replacement shock has been ordered and they are sending it under warranty.  They do not warranty labour to replace it but I had planned on changing it at no charge to you anyways, but you never gave me the chance to get that far.  I will let you know once I have it and we will replacce it for you.  From there, it is likely in both our best interests for you to find a shop that can accommodate you as you need down the road.  

  Customer response

  16/05/2023

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

*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. ↩