Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  2024/11/26 I have been trying to get services on my bike for nearly a year on my service contract. the shop was down to one mechanic and I kept getting my service pushed out due to lack of mechanics or my appointment got lost when I called about it. This pushed me past the end date of my contract that covered the costs of service. It's not my fault that the shop could not keep enough mechanics to service my contract before it ended, and that costs me hundred of dollars. which is a lot, especially when I live on disability income. I've had service contracts with this company on three bikes since I moved to ABQ. Never had a issue until now. It took the costs from a couple hundred dollars which I expected to nearly $800. My motor cycle is the only transportation I have for everything, especially medial. I had no choice but to pay the price. I consider this a stall tactic due to the pandemic and the shops inability to maintain a working number of mechanics. I'm now unable to get the safety features of horns , tires, and lights fixed for state safety inspections. Now I have to figure out what to give up in life to get my bike finished.

  Business response

  12/17/2024

  Mr. *******,

  Thank you for bringing your concerns to our attention. While we believe there were opportunities provided to bring your bike in for service during the covered period of your maintenance program it is a fact that your timing and our timing did not properly align. After review of the circumstances, we have agreed to extend goodwill coverage beyond the expiration date to ensure you received the full benefit of your maintenance program. We appreciate and value your customer loyalty. Based on our mutual conversation, your refund has been processed and you should be receiving that shortly. Thanks again for allowing Team R&S to provide a successful resolution to this concern. 

  Team R&S 

  Customer response

  12/20/2024

  Please pass on to R&S...
  
  R&S contacted me and provided a refund of 792.94.  The explanation and apology were suitable.  
  
  When I was using my bike more I would get multiple services for the service contact based on a given amount of time.  I generally ran out of time after several service points.  Since the pandemic, I don't travel much and have had more medical care going on, plus RS got down to one mechanic and that complicated scheduling.  So, the first service contact ran out after one, maybe two service points.  Which time, the time value of the contract was noted versus the X# of service points I expected to get for it.  
  
  A time based contract is great when I'm racking up mileage all the time.  After two or three service contracts for a few years of high mileage riding, my mind was fixed on the fact that I got multiple service out of the contract and spaced the time value.  That's because my satisfaction for the contract to date was high and set a certain expectation.  Time makes this a high risk investment if my riding is hindered by any circumstance.  
  
  A x# of service points contract is better when mike usage is low or sporadic.  It's also better for pricing the costs of service for the service points the contract covers. This is more economic for me at this point.  Since I only do necessary thing on my bike when I can and rely on Lyft when injuries are preventing me from riding my bike.  This is a stable investment contract.  Letting or having to let the bike sit for an extended period of time does not diminish the value of the contract.  I can pick up when I left off, or request the next service be done before a long ride.  
  
  My next few years involve more surgeries.  I would be more interested in a number of service points contract for an investment with R&S. 

*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. ↩