Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my motorcycle in for a valve adjustment in September, 2023 to Kens Sports *** in ********, **. After they looked at the motorcycle they discovered multiple issues with the cylinder head and cam chain within the engine. In January 2024 I was called by a Kens Employee and was told an estimate to replace the cylinder head along with other parts within the engine. I picked up the bike and paid for the bike on 03/13/2024, the total was $9014.44. After roughly a month and half or 2000 miles on the new engine I was on the highway May 12, mothers day. I was riding to meet my mom when the engine stopped running on the highway and the dash was throwing an engine code along with the maintenance light. I called Kens Sports and asked if I could drop off the bike and they look at it to find an issue. After a month they worked on the bike for 1.5 hours and could not come up with the solution or find what was wrong. I decided to tell them I was going to pick up the motorcycle to bring it to another repair shop due to how long it was taking Kens. I brought the motorcycle to Team ************* in *******, **. After they tore apart the engine to find the problem they discovered that a bearing failed which shot a piece of metal through the engine causing damage to all parts. The engine would need to be completely replaced or rebuilt once again. I would like the motorcycle to either be fixed or a refund for their initial repairs of $9014.44.

  

  Business response

  08/13/2024

  The customer picked up the bike with the engine rebuild on March 13th with ****** miles on it. At that time he was instructed to change his engine oil at ****** miles and ****** miles. We have no records of this being done. We received the bike back the second time after the customer states the bike stalled, and after inspecting the bike, the engine turned over extremely hard. We also noticed the engine had been modified since the rebuild and the customer blocked off the crank case breathers which caused his check engine light to come on. When notifying the customer that the engine would need disassembled to determine the problem, customer refused the teardown inspection and picked up the bike.

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I changed the oil after 200 miles and 600 miles, followed by every *************************************************************************************** 2023 for the valve adjustment. I've changed my oil for this motorcycle every 2000 miles after the initial break in and being broke in after the engine rebuild. I brought my motorcycle back in May, 2024 then picked it up in June 2024. I brought it in because the ** code said it was a sensor that was malfunctioning. After having the motorcycle for a month I was told they could not get it to crank over even after trying to manually crank it and they did not know what the problem was. After waiting another week for more information on the motorcycle I received no phone calls with an update. I decided to call **** and say I'm going to pick up my bike and bring it to a new shop. I picked up my bike and brought it to Team ************* in June, 2024. Team Winnebagoland tore apart the engine and found out it was a bearing that failed and went through the engine bending the pistons and destroying the engine. Team Winnebagoland contacted ***'s and was told the mechanic supervisor was going to call them back later that day however they received no phone call for a week. Team Winnebagoland also asked if I had received a phone call from Kens which I have not either. The engine light was also not on prior to the bearing failing and the block off plates for the airbox were installed as well to prevent backfiring or "pops" from having a full system exhaust on the motorcycle. The block off plates did not cause the engine light to come on because that sensor was disabled. Which does not have any effect on how the motor operates mechanically. 
  
  Regards,
  
  *****************************

  

  Business response

  08/22/2024

  The motorcycle was not at our store for over a month. At was at our store a total of 3 weeks when the customer picked it up, and stated he did not want to stick any more money into his bike. The modifications the customer made to the bike did make the check engine light come on and cause running issues. The customer states he changed the oil on regular intervals. Was the oil changed correctly with the oil system bled? Bike repairs have a 30-day warranty through ***** Sports only. When the customer brought the bike back after the initial repair, it was beyond the warranty period. ***** Sports was never called by another dealership regarding this repair. Any dialogue regarding the repair would be between ***'s Sports and the customer only. There was never any good will assistance discussed with the customer with this repair.

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No where on the paperwork I received from ***'s Sports **** does it say anything about a 30-day warranty, nor was I informed verbally over the phone or in person about a 30-day warranty. The modifications done to the motorcycle would not cause a bearing to fail within the engine. The check engine light also was not on due to the modifications as that sensor was deleted in the **** No where in the paperwork does it say anything about modifications done to the motorcycle will void the warranty either. I also did not state I wasn't going to put anymore money into the motorcycle. I said, "I'm not sure what I'm going to do with it".
  
  Regards,
  
  *****************************

  

  Business response

  09/05/2024

  ***** Sports has a 30-day warranty on all parts and labor used in repairs. This would have been told to the customer at the time of estimate of repairs was given to customer. This is the time frame we have had since 1968. Even if the bike was in the factory warranty period, the modifications customer made to the bike would have voided all warranty. The engine did not fail due to ***'s Sports workmanship or Kawasaki parts. ***** Sports will not offer any assistance to ********************** at this time due to the bike being picked up and brought to another dealership for repairs.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nothing was said about any warranty on any parts or service. Nor was it on any paperwork or any sign within the Kens Sports *** facility. The bike is 3 years old and wouldn't have a kawasaki warranty anyway.  
  
  Regards,
  
  *****************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with you about ***'s sports **** W2520 city hwy ** ******** ********. July 10 what's happening. I brought in a plane scooter back rim no tire on it to remove. They changed me full price for old tire removal when there was no old tire to remove. I purchased a new tire from ***'s to put on bare rim. They charged 60 dollars for 15 minutes of work, they said price would be the same cost if they had to remove old tire. No old tire to remove. Charged me full price, 60dollars for half the work. Contact ****** 160 dollars per hour, but charged me 240 dollars per hour. I want 30 dollars refund. ********************* 908 ***** road ******* ** ***** 920 722 **** doc numbers ********* ***'s sports **** Number ************

  

  Business response

  08/01/2023

  To whom it may concern,

  Our service to mount and balance a tire is not billed at an hourly rate, rather at a flat rate fee of $60. The flat rate fee applies to all tire mounting application when the rim is brought to us removed from the unit. This flat rate fee of $60 was detailed to the customer when he brought the rim in for new tire mounting. The customer was presented with a "repair order" form indicating that it would cost exactly $60 for the service, the customer signed the form and authorized us to do the work. For reference I have attached a copy of the signed form and highlighted the cost and customers signature.

  Upon completion of the work the customer was presented with an invoice for the work which was an exact match to the quoted and authorized amount.

  If you have any additional questions,comments or concerns please message me back. Or feel free to give me a call during our standard business hours at **************.
  
  Thank you,
  ********************* Loop
  Kens Sports, Inc.
  **************

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I asked if I bought in a rim with a tire on it would the cost be 120 dollars. ***** said no it would be the same price 60 dollars. I was not going to argue with them. Ken's is changing me for work not done they did less than half the work they normally do for that job putting a tire on a clean spotless like new rim. They did not have to do the labor or time to do that job. Ken's would not adjust price for actual work done. It is a clear rip off. Complete disregard and disrespect for customer.
  
  Regards,they did half the work, they did not have to remove an old tire. It took half the time, I questioned ***********************, I said that is not right, his response, I don't set the prices. 
  
  *********************

*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. ↩