Complaints

• Initial Complaint

  23/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped off my Yamaha T7 for its first on-schedule servicing and returned to pick it up once the servicing and new tires (previously purchased through GA Checkpoint) had been installed. When I went to pay, I was expecting not to have to pay for the servicing, as the Sales **** Mac, who I originally bought the motorcycle from had promised there would be no cost for my first servicing based on the fact that my new motorcycle was dangerously defective, discovered when my front brake caliper partially fell off on my first-ever ride in ********. It could have resulted in death or serious injury. The staff couldnt find any mention of my first servicing being free on file. The staff suggested we talk to Mac, which we did, but he said he didn't recall his promise, although he remembered the dangerous incident and having to pickup the motorcycle from my home to return it to the dealership to fix it. He said that was a long time ago. When I asked to speak to the manager he told me that he is the manager (which is untrue) and to complain to Yamaha ******. He told me that my complaint would just come back to them and nothing would change. My close friend and I both pre-ordered our motorcycles at the same time from Mac. My friend was riding with me when my front brake caliper fell off. He was forced to rescue me from the Squamish forest service roads by retrieving his truck and trailer from *************** to get me home. This ruined my first motorcycle ride and took us the whole day to bring the bike home to *********. My friend is VERY aware of Macs offer of compensation, and was shocked to hear how I was treated. As noted on invoice #***** (Oct. 1/24) I was charged $739.83 (tax incl.) for the servicing and installation of new tires. The servicing amount for parts was $61.53 and the servicing amount for labour was $372.50, totalling $434.03 + tax. I should not have had to pay this based on Macs promise, and I expect a full refund for the $434.03 + tax.

  

  Business response

  03/01/2025

  Hi,
  

  We have gone over the complaint. The customer purchased his T7 from us in June of 2020 and as stated by the customer he went on his first trip shortly after and unfortunately experienced a problem with his bike. We have gone through our system and we have no record of the customers bike coming back to us in relation to this incident or any note in the customers file regarding any promise of first service to be paid by GA Checkpoint. First service is done at the first ***** km's of riding the bike as recommended by the manufacturer and is typically done the same year the bike is purchased. The reason for this is it's a much quicker check up and minor tuning just to make sure everything is ok with the assembly of the bike. The customer brought his bike in October 2024 at around ***** km's, this is no longer a first service as there is just naturally more wear and tear and typically requires additional labour to fully complete the servicing of the bike. We are willing to in good faith, offer the customer a non-expiring in store credit of $350 (the cost of a first service) to use towards parts or any future service at either our ************** or ********** locations.

  Regards,

  GA Checkpoint

  Customer response

  11/01/2025

   

  Complaint: 22721706
  
  I am rejecting this response because:
  
  Unfortunately the response from GA Checkpoint via my BBB complaint indicates that the matter I raised in my complaint was not taken seriously.  I am quite shocked to hear that GA Checkpoint does not have a detailed history on file in their system in order to uphold their responsibility for safety and good business practices, outlining my entire negative customer experience in dealing with the company since regrettably purchasing my new motorcycle from them. I would argue that it is impossible that GA Checkpoint was not aware of my bike having being picked up by them, and brought to their dealership to be repaired when the front brake caliper fell off the bike, rendering it unfit to drive.  The defective bike was situated at GA Checkpoint for over a week, as GA Checkpoint had to order the special bolts that fell off the front brake caliper from Yamaha ****** in *******.  As bolts rarely fall off the front brake caliper (i.e. this type of serious defect should never happen!), I was told by GA Checkpoint that they did not keep these special, specific, genuine Yamaha front caliper bolts in stock.
  My Yamaha warranty owners manual that was provided by GA Checkpoint at the time of purchase states, DURING THE PERIOD OF WARRANTY, the Covered Customer must change the engine oil and oil filter at 1000km, and Yamaha also expects that the crush washer be replaced when the first break-in" oil change is conducted at the 1000km point, which I did trying to be diligent to protect my expensive investment.
  
  Also, adhering to recommendations in my Yamaha owners manual, I made sure to use all genuine Yamaha parts ************** Yamaha filter, Yamaha crush washer) for the oil change that I completed on schedule at 1000km. In fact, my friend, who purchased his Yamaha T7 at the same time as I did, changed the oil on both of our bikes together at the same time, at his home.  I have receipts for all of the genuine Yamaha parts that I bought from this dealership on the very day that I picked up my brand new motorcycle, knowing that this oil change would need to be performed already at the 1000km point. My friend and I both even have our first oil change documented (with the date & kilometres) in my Genuine Yamaha maintenance manual log book.
  
  The first oil change is not what the manufacturer refers to as a first service (contrary to the statement in GA Checkpoints response), as the motorcycles first 1000km oil change can easily be performed by the customer without dealership assistance.  GA Checkpoint is incorrect about the maintenance schedule.  The manufacturer owners manual considers the first service of the motorbike at the 6000km point.  This servicing is to be completed by a Yamaha dealership mechanic, which is exactly what I scheduled and did when the bike reached the 6000km point.The reason the 6000km servicing is referred to as the "first service is due to the fact that a servicing must be performed by a professional Yamaha motorcycle technician (i.e. it is not a simple 1000km oil change).  The 6000km-point is when the motorcycle has enough kilometres of use to create "wear and tear" and require adjustments (i.e. labour).  This is why the motorbike needs a 6000km servicing inspection by a qualified Yamaha technician.  
  
  I have not missed a step on the recommended maintenance schedule, outlined in the Yamaha manufacturer owners manual because, of course, I want to protect my expensive motorbike investment.
  
  I remain unsatisfied with the response provided by GA Checkpoint via the BBB complaint process, after receiving absolutely no response to my 3 prior emails on this matter - two of which were sent to the GA Checkpoint Service Manager ****** ****** and the main dealership manager ******* ****, and one of which was sent to Yamaha Canada. 
  
  I will only be content by receiving a refund for the servicing amount and am not at all interested in receiving a good faith credit (for future servicing or parts) from GA Checkpoint, as my faith in the company is completely destroyed. 
  

   Sincerely,
  ******* *******

  

  Business response

  23/01/2025

  Hi,

  I'm sorry to hear that the customer rejected our good faith offer of an in-store credit to him of what would've been the cost of his first service. As stated by the customer our salesperson verbally offered to cover the cost of his first service back in 2020 and as the customer stated he decided that it was easy enough for him to perform so he performed the first service himself. So despite our supposed offer to perform the first service for him at no cost which is done at the 1000km or 1 month of riding period, as stated by the customer, he rejected that offer and decided to perform that service at his own cost back in 2020. The customer then has since performed additional servicing and maintenance on his bike that coincides with the suggested manufacturer servicing either on his own or at another dealership for the past 4 years despite knowing there was a first service offer that he did not claim. As stated by the customer he has done everything correctly as suggested by the manufacturer therefore the customer is aware that the manufacturer's manual states that past the first service there are additional steps and additional maintenance required which is why our first service cost is lower than the cost at performing a basic service at 6000km and 4 years of operation.

  Our offer for the $350 in store credit to use in service or parts still stands as this is exactly the cost of the first service despite the fact the customer rejected that offer to perform the service himself.

  Regards,

  GA Checkpoint

  Customer response

  01/02/2025

   
  Complaint: 22721706
  
  I am rejecting this response as follows:

  Apparently, GA Checkpoint - based on their response- was not able to acknowledge this dangerous serious defect with my new motorcycle and their offer of compensation to try to recognize or take responsibility for this critical dangerous incident with my front brake caliper.  As stated in my previous reply, when I picked up my brand new motorcycle, my salesman - Mac, clearly told me that I can do my own 1000km oil and filter change (also recommending that I document it in my Yamaha maintenance log book, which I did), so I purchased the supplies at that time, following his advice.
  
  I have not performed (nor had another dealership do) any type of maintenance, aside from performing the first 1000km simple oil and filter change myself (along with making sure my chain was lubricated at all times).
  
  When the brake caliper incident occurred, Mac clearly offered that my first basic service at 6000km would be covered by GA Checkpoint.  Macs offer was also witnessed at this time by another GA Checkpoint customer (my friend, *** ********). He was definitely not referring to the 1000km oil and filter change.   I would like to reiterate that the oil and filter change is not referred to as a service at all in the owners manual, merely a 1000km oil and filter change.  
  
  As stated in my previous emails, the complimentary 6000km service offer was not a supposed offer.  I have a witness (*** ********, a long-time customer of GA *********************** who can and will vouch for me. 
  
  I will only accept GA Checkpoint's  good faith non-expiring in store credit offer for parts or any future service at either the ************** OR ********** location in the exact amount that I paid for the 6000km service, which was unequivocally what Mac offered at the time of the brake caliper incident. 
  The 6000km servicing amount for parts was $61.53 and the servicing amount for labour was $372.50, totalling $434.03 + taxes ($52.08) = $486.11. 
  
  Sincerely,
  ******* *******
  
  

• Initial Complaint

  20/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fishing boat from GA Checkpoint ordered February 2022 and took delivery June 2022. The boat was onsite at their ********* location and we had extra parts and work added to it. We requested the salesman (he is no longer working there) to have antifouling paint on the boat bottom for protection, he quoted us $6000. Before delivery we did a walk about and he showed us they painted the boat bottom. We also had a navigation system installed that hasn't been working properly since day 1. I was told the *** will self correct after some usage, it has not.At my last boat service from a different company, I was advised the paint from the boat bottom is peeling and it needed to be fixed to prevent more damage to the boat. I have called GA Checkpoint in regards to the *** and antifouling paint issue with no help especially after I inquired about the warranty. I even tried to email them in hopes of a response. Every time I call they're either busy or will call back. **** **** **** ****** ** *** ** *** **** ** ***** *** ******** I have since taken my boat elsewhere to fix as I cannot let the boat sit in the water taking more damage. When I had my boat looked at, I was advised the antifouling paint job was improperly done.

  

  Business response

  26/04/2023

  Hi,

  We are sorry to hear about the issues the customer is currently experiencing. We would love to have the customer bring their boat into us so we can have our techs inspect and identify the issues. Once our techs complete their inspection and confirm the issues stated by the customer regarding the bottom paint were caused by us then we would like to offer the customer two options:

  Option 1: Allow us to correct the issue at no charge to the customer

  Option 2: Customer can take the boat to a 3rd party and have the issues we agreed upon corrected by them and we will cover the costs of the correction.

  We do require the customer to bring their boat to us for our techs to inspect and confirm the issues for either Option 1 or Option 2. Unfortunately we cannot verify by just pictures.

  Regards,

  GA Checkpoint

   

  Customer response

  14/07/2023

  
  
  Sorry for the delay but I wasnt aware of a reply to my complaint. My complaint stated that GA Checkpoint did not respond to my multiple calls therefore I took the boat to get repaired on my own. I request for them to reimburse the expenses I had incurred in doing the repairs on my own. I had submitted a copy of the survey that was done to show the damage incurred due to the insufficient Antifouling paint job. I have attached the receipt from the company that did the repairs. I just request for GA Checkpoint to reimburse me.
  
  Thank you for your time
  ***** ****
  
   
  
  

  

  Business response

  21/07/2023

  Hi,

  
  As stated in our previous reply, we would require the customer to bring the boat in to us for our techs to inspect and confirm the issues with the anti-fouling. At which point we would have no problem covering the costs either by us or by a 3rd party to repair the bottom paint if our techs confirmed that indeed the issues were caused by our work. The customer in this case did not bring the boat into us at any point nor did the customer contact us to arrange our techs to go out to her boat to inspect/examine it. Even though the customer did not reply in time to our offer and now the case is being reopened, that offer would still apply.

  
  The issue we now have is that on April 8th we sent the customer a copy by email of her original repair order that the customer requested. On April 13th, the customer replied to that email (which I have attached) stating issues with the *** and bottom paint and would like us to get back to her in regards to warranty and at no point stated any urgency in needing a reply ASAP nor state that she has already paid and in talks with a third party to work on her boat. This was the first time the customer ever mentioned any possible issues to anyone at GA Checkpoint. By April 19th which is only 4 business days for us (we are closed Sunday/Monday) and before our service **** could reply back to her message regarding the warranty, the customer filed a complaint with ******************** stating to us for the first time that the exact issues with the bottom paint and that they had a 3rd party already inspect their boat. At which point we advised the service **** to not contact the customer as all of our contact will have to be done through the BBB website. For which, we offered the customer to bring their boat into us so that we can confirm those issues and resolve them either at our shop or through a 3rd party if they felt more comfortable going elsewhere.

  
  I have attached the invoice the customer supplied in her complaint and clearly the ***** custom fiberglass invoice states in writing they received $5,160 on APRIL 7, 2023 to begin work on the boat from the customer. We were not told by the customer of any issues regarding her boat until the April 13th email a full 6 days after she had paid BEON to begin bottom paint work on her boat.

  
  Due to this, there is no way we can cover any costs as the customer clearly sought out and paid a third party to pay for work on her boat well before contacting/alerting us to any problems and giving us no chance to even inspect or examine the boat to confirm any of her stated issues were accurate.

  Regards,

  GA Checkpoint

  Customer response

  03/08/2023

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

  I had called multiple times prior to seeking a third party on my own  I had left multiple messages requesting help for both the gps and Antifouling paint. Electrolysis is an urgent matter that should be dealt with immediately, I couldnt wait around while the boat was rusting away. I had paid for a third party boat survey to show the extent of the damage to the boat. I kept calling and leaving messages but nobody ever called back. Im only asking to be reimbursed for the cost of me having to fix everything on my own. **************** at GA ********************** is nonexistent. I cant fake the pictures that were taken by ************** nor did I fake a third party survey nor did I have a third party fake repairs to my boat. The Antifouling paint done by GA Checkpoint was done incorrectly that lead to electrolysis on the boat, I wouldve been better off not painting the boat bottom.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new boat and trailer from this business in May 2021. I did not receive a title to the trailer until the middle of 2022. The title was not signed by the dealer as required by the Alaska Department of Motor Vehicles. I sent the unsigned title back to the dealer in September, 2022, but have yet to receive a properly signed title back. I emailed the salesperson, Nadine, several times looking for my title but each time I get an excuse as to why it has not been signed and retuned to me. It has been over 1 1/2 years since my purchase and I still cannot register and legally use my trailer. I would like to either receive the title in the next few days or my money back for the cost of the trailer.

  

  Business response

  05/01/2023

  The document is currently in the mail. The only emails Nadine has received from him is one from when he mailed and one on December 23, 2022 asking for it be signed and mailed back. It went to the mail on Tuesday, January 3, 2023 (our first day back from winter holidays) hopefully he will be receiving it any day.

  The title got sent to him in March and he did not take it to be registered until August where he then realized it needed to be signed. 

  Customer response

  15/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: It has been 13 days since the seller claimed they sent me the signed title but I have not received it. I told them to send it via a trackable method but they never sent the tracking number, if they even ever sent mailed it at all.   
  
  Sincerely,
  
  ******* ******

  

  Business response

  19/01/2023

  We put the signed title in the mail on January 3rd. We sent it to the customer's New Jersey address. Unfortunately we have experienced longer mailing times to our US customers using ******/US Postal Services.

*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. ↩