Complaints

• Initial Complaint

  23/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2023 ****** motorcycle to this dealership for its 7000 km service as per the manufacturers warranty on May 10/2024. When I got home with the motorcycle I noticed on the receipt I was given by this dealer that only an oil change was completed as per what was itemized on the receipt. This 7000 km service is suppose to include a full check over of the motorcycle including clutch, tires, torquing the wheels, fluids, hoses etc as well as a safety inspection. When I brought the bike in I mentioned an issue to the service manager regarding the throttle. He advised me that he would tell the mechanic working on the bike about it and that there is an adjustment recommended by ****** to solve this issue. This was not included in my service nor was it documented on any of the paper work as per the what I was promised. When I arrived home on May 11 I immediately called the dealer to inquire as to why this wasnt done. I was unable to have anybody answer the phone. Multiple messages were left without any callbacks. At this point I managed to get ahold of sales and left a message for the owner to call me. I received a call from ************************ the owner. I explained the situation and he agreed that I should have documentation of all work done including torquing the wheels and the air pressure in each tire. He advised me that he would come and pick up the bike and would go over the bike addressing my throttle concern as well as making sure all work was completed including torquing the wheels( huge safety concern if not done) and the tire pressures will be included. The dealership came to pick up the bike and claim that they werent able to find any issues with the throttle and the bike was gone over to ascertain that all 7000km service work was completed. I was advised of this over the phone and was told they would be delivering the bike back to me. I inquired as to whether the wheels were torqued and the tires checked. This was not completed. Bike is not safe. No call

  Business response

  17/06/2024

  May 10, 2024 ************************* dropped off his 2023 ****** XTZ12AESPB for the 7000 *********** When he dropped off the bike, he described an issue that sounded like other Tenere issues that is fixable by altering certain settings. I let him know it was potentially this setting, and if that was the cause we would be able to fix it easily (it was not the cause, so the adjustment was unnecessary, and not relevant to the work performed on this bike). The technician performed the service as recommended by ******. No throttle issue was found, and the riding issue was suggested to be rider error. **** picked up his bike and paid for the service. No issues were reported when riding. The invoice was put together by a new staff member still within his probationary period, and he did not write up the work performed correctly. This was later explained to **** along with an apology, and he was provided the technician notes for the work performed.
   
  May 11 - **** contacted Mountainview and expressed his concern about the lack of technician notes. We arranged to pick up the bike.
  
  May 14, 2024 ********************** picked up the bike from ***** house free of charge. A second technician looked over the bike for 2 hours, confirming a safe riding condition and that the work was done. One of the complaints was regarding the oil level. This was checked and confirmed to be okay. The service notes were updated on a new invoice, with no further costs to the customer. Two further test rides were done on this bike with neither rider able to replicate the riding issue he has experienced. To the best of our knowledge, this issue is due to the rider trying to do something the bike is not designed to do. More information was requested from **** to help replicate the issue as we always try to act in good faith and verify their concerns under appropriate conditions. We have text messages confirming this.
  
  May 15, 2024 I spoke with ****. I explained his concern with no technician notes is valid, and that I would provide him with a list of the completed work. I explained that the wheels were torqued, the service was completed, and that I had an additional staff member check the wheels, again confirming the safe condition. **** also spoke with *** who checked the wheels himself, and explained this to ****. ****** (assistant manager) discussed the finer points of clutch control with the customer.
  
  May 16, 2024 I spoke with **** again.  At this stage we had completed the paid service, checked over all of the service work free of charge confirmed it was done correctly, checked the wheels three times, had three different staff members test ride the bike with no issues found, as well as providing free pickup and delivery. He was still unhappy and did not believe this work was done. The call was ended without resolution. **** spoke with one of our receptionists and made threats towards the department.  I discussed a resolution with one of the owners,  and he called **** with the intent to offer a technician visit to his house, to verify the wheel torque in front of him. **** (one of the owners) left a voicemail and as far as I know no callback was received. No further contact received. 
  
  The BBB complaint states I inquired as to whether the wheels were torqued, and the tires checked. This was not completed. Bike is not safe. No call. However, I assured him that this was done on May 15th and May 16th over the phone. We have phone logs as well as call recordings which can confirm I told him the wheels were torqued. He also spoke to other staff members who confirmed this was done.
  
  May 23, 2024 Received BBB complaint. Called **** again to offer a technician house call. Left a second voicemail.
  
  May 28, 2024 Sent text message to follow up. After back and forth we made arrangements for a technician to visit his house. The technician confirmed in front of **** that the bike was in safe riding condition, and the work was done properly. **** later called one of the owners and expressed that there was an issue with the bike which was completely untrue and counter to what our technician had told him. Our technician returned to **************** later in the evening, further explained the bike is safe, and provided some free oil. No further contact.
  
  Summary: Completed paid service, customer rightly complained about lack of notes, to make it right we did the following free of charge: Picked up the bike, spent 2 hours checking it over and test riding confirming everything was fine, returned the bike, and finished with two separate house calls all confirming that the job was done correctly the first time.
  
  I believe we have gone above and beyond to provide quality customer service to *************************.
  
  Thank you,
  
  *******************
  Service Operations Manager

• Initial Complaint

  27/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a motorcycle for $6500.00 just recently went to trade in the bike to find out the finance gal **** borrowed $17000.00 there were soo many extra coverages ( added up to $8815.62) that were added to the contract I never even signed for,( or initialed ) never asked for !!now I'm being told from them they can't cancel half of them.I am so disappointed she mentioned I am hard to please seriously !!the one they did cancel they added fees on to cancel, the sale was totally bumped up to earn more commission. the sales *************** was amazing at his job !! Financing not soo much wont deal there again

  Business response

  28/05/2024

  As per your Request,
  
  Client was in the dealership, was excited to have the options of benefits she was entitled to. Was very happy when she was here with her spouse whom I had asked if he would cosign to get her a lower interest rate and lender fee from ******* He declined to do so. I mentioned to her if she were to upgrade her bike that the coverages would be rebate able and to contact us so that I could get the process started for her. It wasnt till she when to another dealership to trade in her unit that they would give her want she felt the bike was worth, And she never gave us an opportunity to earn her business.
  
  I truly believe I went above and beyond to assist *****, She turned rude and was verbally abusive towards myself.
  
  ***********************

*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. ↩