Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 15th I came to this location and ordered an exhaust, power commander, tune, air filter and wheel stripes for my 2024 motorcycle. In the amount of $2581.55 not including install or the wheel stripes. On April 25th the parts were installed. Since the power commander and tune was put on my brand new bike, it will not stay running no longer than a few hours at a time **** Cutting off while going down the interstate and other parts of public roadways. Steve the owner asked me the week of the 4th to call him this week to make things right. Now ******* at this shop is refusing to fix this issue along with exhaust location that was also wrong. Main thing being the bike will not run right and is a death trap like it is. He will claim I threatened them when all I simply did was speak on reaching out to a lawyer or this organization if a resolution was refused to be met. This bike is brand new with just now 3000 miles and this tune is likely ruining the motor on my 2024 bike.

  Business response

  07/11/2024

   The team at Steve Garwood Motorsports has a national and international reputation for our quality, attention to detail and customer service. ************* purchased items from us at a discounted rate and chose to install them himself. Where or who he chose for installation was up to him. ALL PRODUCTS WERE BRAND NEW WHEN HE LEFT WITH PRODUCTS. If Steve Garwood Motorsports had installed such items then please show proof with a work order from our service department. Our team offered on multiple occasions to assess his motorcycles (even though we did not do the work and only sold parts to him). ************* did not show for 3 appointments AND We offered FREE shipping on wheel stripes ************* has left at our store for weeks. He refuses to give us his address so we can ship wheel stripes. He has threatened, degraded, cursed and been abusive to my staff when we have shown him kindness and went out of our way to help him.

  ************* has ridden his bike 100's (if not a couple 1000) miles and now resorts to BBB to smear my companies name. 

  HAVE ************* SEND ALL DOCUMENTATION SHOWING PARTS AND INSTALLATION AS PROOF OF HIS FAULTY CLAIM. He cannot do this as we did not do the work/ installation. ************* possibly has tampered with products, installation and caused his own damages and now blaming other for is own negligence.

  Customer response

  07/11/2024

   I am rejecting this response because:
  Their claim of me missing any set appointments is Not valid as when I did have One appointment to have exhaust relocated the bike would not run in order to get it there. This is why the week of the 4th the owner Steve read so willing to come get my bike on a trailer this week which now refuses to do because I told his front desk guy I would reach out to this agency if they would not correct the faulty tune on my bike or refund me for the product and tune. This is a safety hazard!  I do not know how to tamper with said parts or where even said parts are exactly. And yes an employee from his shop put every bit of the purchased items on my bike.  Under their knowledge and understanding he would be doing so. They know they gave me a bad tune and because I physically cant get the bike to them due to it not staying running long enough at a time , now theyre saying I missed appointments. When our agreement was for him to come with a trailer. I have never not once threatened him or anyone there aside from telling ******* at the front desk I would again reach out to further means if refusal to fix what I paid them for was not fixed like it should have been when I bought it there.  As for the wheel stripes. I will handle picking them up. But for the record when I called last week to cancel the order because I had not heard from them about their arrival which he said at the time I called the week of the 4th that they had been their for 3 weeks. I asked if I was supposed to just know that!?  Again they failed to hold the responsibility of calling me. Mind you I called several time between the two or so months its been since i ordered them to see if they were in. Always to get a no.  Please just tell them instead of trying to be hard to deal with now, simply make it right and alls good. Steve on the phone was great to talk to as well as the other guys on the phone. ******* is the one who started with saying I missed appointments I never knew about. He dropped the ball in several areas and his team is only backing him.  Again, I just want this made right. Take the power commander back and refund me for it and the tune.  Or at least give me something back if theyre refusing to fix it. Which at this point I wouldnt likely trust that to happen.  
  
  

  Business response

  07/12/2024

  Once again, Steve Garwood Motorsports DID NOT INSTALL ANY EQUIPMENT OR DO A TUNE ON ************* MOTORCYCLE! We did NOT sell him "A tune" as that would have to be done once installation of product was completed. Steve Garwood Motorsports ONLY SOLD him parts at a discounted rate. He picked up parts and left with them. He chose to have someone else install them other then having it done at my shop. ************* is very aware that once parts are installed and used that they cannot be returned. We have instructed him to contact the manufacturer about any product issues to address any issues with tune... since we DID NOT DO THE INSTALLATION OR TUNE! ************* has ridden his bike continuously since purchasing the parts and its documented on social media. For 3 months and several 100's (if not 1000's) miles later, it is ridiculous for ************* to blame my store for products he installed or had installed else where.  Steve Garwood Motorsports did not install any parts ever on his bike or do a tune.. I ask again to see receipts for any labor of parts installed on his motorcycle done by Steve Garwood Motorsport. We DID NOT work on or even have his bike on our property. ************* did contact us today with his address to ship wheel stickers out to him after weeks of the product sitting here. We did fulfill our offer of free shipping to him. ************* is not allowed on our property or to have contact with my staff after his threatening, cursing and abusive behavior. We do wish him the best.

  Customer response

  07/12/2024

   I am rejecting this response because:
  
  

  My bike was at his shop the day I ordered the parts. One of his employees did install the parts and even per Steves word he would make it right since in fact it was their name on the tune. If it wasnt their tune which he states I ask another question then whos was it. I purchased the power commander there and his guy he uses to tune , placed a tune on the device in which one of his employees *** known for sometime did the work. Ask him why he is now refusing to handle the situation when just last week he was completely willing. The wheel stickers should show you all of how they work. I called I bet 15 time between the time I ordered them up until the week of the 4th to see if they were in yet. All to be told no. On the week of the 4th Steve said theyve been here for a few weeks I said well was I supposed to just know this!? Again his staff dropped the ball and hes simply not taking responsibility for it. My exhaust on my bike I ordered was advertised to me as mounting lower on the bike than what it actually did. Working with them to align when I could get the bike there during that time frame the bike started cutting off on me going down the highway. It will ride for a few hours sometimes more then start failing and shutting off. No one human can nor would make this happen to their 2024 bike and jeopardize their own safety. Sure I ride it, trying to find the consistency in whats causing the problem and also to verify it wasnt just a loose wire, plug etc. a simple fix I could be advised on to accomplish. Where I do ride is a simple 5-10 mins from home but have had to decline rides on the regular that are longer distances due to this issue.  

  
  

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