Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 2nd I placed an order for $683.80, and paid with Affirm. On October 17th, the order still showed as "Processing" despite everything being in stock according to the website. On the 17th I called and canceled the order, the representative informed me "don't worry about it, I will take care of it". It is now the 27th and the order still shows "Processing" and Affirm still shows it as an approved transaction.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/27) */ It appears there was an electronic error when the customer placed his order. The Affirm financing portal did not notify us of a payment and the order was not downloaded. The customer has been fully refunded. We did not even know a problem existed until the customer contacted us several weeks later. We apologize for this situation. Thank you.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put my motorcycle in for repair of an oil leak and spent over 600..00, they said it was repaired so I thanked them; drove it home oil still leaking so I took it back. Instead of contacting me they did unnecessary repairs which some I knew did not need to be done, charged me another 600.00 and this work was unauthorized. I also purchased a tire for 350.00 and went out tire went flat, no holes in it so it's a bad tire. Who does work that was not authorized to do without calling the customer. Very upset and tried to resolve this matter, we spent over 1200.00 and no resolution. All they do is try and blame people for they should have been honest. Will never, ever take our bike back.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/05/06) */ The customer brought their then 21-year-old motorcycle to our shop on three separate occasions. The bike was not often run and had only 11,886 miles when it first came to us on May 12, 2021. Our experience with these older bikes that aren't often ridden is that routine maintenance is often ignored. We never performed the recommended 10,000-mile service on this bike and the customer's history only shows him purchasing oil, an oil filter, and a starter the previous year. May 21, 2021 (11,886 mileage)- Bike brought in with a dead battery. Customer was sold a new battery and repairs made to his starter that had a stripped bolt. We reinstalled the starter that the customer had incorrectly installed the previous year which broke a bolt. We did an oil change and put on a new primary gasket. Although we recommended replacing the rear tire the customer declined. August 13, 2021 (12,099 mileage)- Customer came in for a new rear tire and to have a primary oil leak checked. The oil leak was not from the primary gasket installed in May, but came from a separate area that gets worn after time and leaks oil. We installed a new drain plug to correct the problem. October 6, 2021 (12,440 mileage)- Customer came in with another oil leak. We replaced the oil cooler lines and tightened the oil filter adapter. There was no mention of a problem with the rear tire we had replaced in August. To confuse this oil leak with the previous one is incorrect. Rubber hoses and lines harden, age and crack with time and should be inspected and replaced before this happens. Let's address the customer's complaints: Oil leak - Yes, two separate oil leaks from two separate problems due to deferred maintenance. The customer didn't want to spend money on preventative maintenance, only fix issues as they arose from old, worn parts. Flat tire- We have no idea why the customer's tire is flat 9 months and 341 miles after we replaced it. There was no problem with it in October when he came to our shop. Sometimes tires just need air after sitting all winter, that's all. Did he run over something or hit a curb? We don't know what he did. Unnecessary repairs- We did exactly what the customer requested us to do to repair the leaks and replace the tire. When a customer waits 3 months to replace a dangerously worn tire, they certainly have a different definition of unnecessary repairs than we do. Customer authorized all work before it was performed. We stand behind every bit of work we did and billed the customer for. A 22-year-old motorcycle that is not cared for and regularly maintained will have nothing but problems. All of our service work carries a full 30 day or 500-mile warranty. There was no instance of repairing the same part twice, only different problems. Our general manager left an unanswered voice mail on May 2nd to discuss the issue. We've done all we could.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an online order through the Eastern Performance website on Saturday March 12. The item I purchased was $169.95. I payed via PayPal and received an order confirmation. On Monday March 14th at 3:20pm I received an email from Eastern Performance stating that the item price had increased and in order to proceed with the order I would have to pay an additional $25.51, or I could cancel my order. I called the business to relay my dissatisfaction with their request. I told them that I found their request to be unethical, unprofessional and a very shady business practice. They claimed that they were notified of the price increase by their supplier on Monday and felt it necessary to request additional funds from me. I stated that the price increase should start Monday and any orders placed prior to that should have the original price honored. They refused to honor the original price listed when I placed the order and again requested more money or they would cancel my order. I reluctantly paid the additional funds because I needed the product. At 4:30pm Monday I went back on their website and the item I purchased was still listed at $169.95.....while they were request a higher amount from me.

  Business response

  05/04/2022

  Business Response /* (1000, 13, 2022/04/13) */ Customer purchased part number RT-XXXXX off of our web site. When we ordered this part from our distributor for him, we were told there was a price increase since 2020, the last time we ordered this part for a customer. When Mr. **** placed his order he ticked our "terms and conditions box", which states: "Because our products are discounted, all prices are subject to change without prior notice!" He would have been unable to checkout without agreeing to these. Unfortunately, we must raise prices when our vendors do the same. Every industry manufacturing, food, transportation, fuel, etc. are raising prices daily. Apparently Mr. **** price checked his part number before our team changed the price to $229.95. Some price changes occur monthly, depending on manufacturing costs. Mr. **** may have glossed over our terms and conditions but we, like other businesses, can no longer absorb rising costs but must raise prices as well. We're sure Mr. **** isn't happy about paying more for food, gas, electric, and auto parts but price increases are here for now and beyond our control.

*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. ↩