Initial Business Response /* (1000, 5, 2015/04/14) */
As a business we have attempted to resolve this consumers concernsThe staff responded, after business hours, to attempt and come pick up the motorcycle per the customers requestThey made attempts to come and retreive the motorcycle for
repairs on the Saturday evening that the wheel bearing failed 04/04/This customer requested assistance and then denied assistance in subsequent contacts
The dealership service manager went to assist in transporting the motorcycle as the first act of business on Monday morning 04/06/The manufacturer does not allow for any reimbursemant of transportation chargesThis service was provided at no cost to the consumer
After determining a defect in the motorcycle and the repairs necessary; the agreement was made to repair the motorcycle using equipment from another new motorcycle as an acceptable compromiseThis was carried out per customer request to expedite the time of the repair processIt also rendered a seperate vehicle unavailable to sale until componets are replacedDealership staff also returned the motorcycle on 04/07/to the consumer without charge for doing so
In conversation with the customer, the general manager agreed to absorb 50% of the cost of a new seat for the hardshipsThis was an agreeable compromiseThe consumer indicated that the staff had exceded expectations in attempting to resolve her concerns
Once contacted again by the consumer for an unrelated complaint regarding the finish of the paint, we again offered to address the complaintPrior to having this reconciled, the consumer had a seperate concern regarding the functionality of the shifting mechanism
The dealership once again transported the motorcycle at no charge and expedited repairs 04/08/No charges were passed along to the consumer for expediting the repairsThese fees are also not reimbursable by the manufacturer
All cosmetic concerns were addressed and the bike was road tested extensivelyThe motorcycle was once again transported to the customer for convenience on 04/09/
The desired resolution is not agreeableThe dealership has incurred significant cost to service this customer beyond industry expectations and obligationReplacing the motorcycle at further losses and subsidizing the customer with store credit is very imprudentWe hope that the customer has found all services provided as an extension of good will
This complaint was originally filed prior the return of the vehicle in working order on 04/09/No further contact has been necessary
Initial Business Response /* (1000, 5, 2015/04/14) */
As a business we have attempted to resolve this consumers concernsThe staff responded, after business hours, to attempt and come pick up the motorcycle per the customers requestThey made attempts to come and retreive the motorcycle for
repairs on the Saturday evening that the wheel bearing failed 04/04/This customer requested assistance and then denied assistance in subsequent contacts
The dealership service manager went to assist in transporting the motorcycle as the first act of business on Monday morning 04/06/The manufacturer does not allow for any reimbursemant of transportation chargesThis service was provided at no cost to the consumer
After determining a defect in the motorcycle and the repairs necessary; the agreement was made to repair the motorcycle using equipment from another new motorcycle as an acceptable compromiseThis was carried out per customer request to expedite the time of the repair processIt also rendered a seperate vehicle unavailable to sale until componets are replacedDealership staff also returned the motorcycle on 04/07/to the consumer without charge for doing so
In conversation with the customer, the general manager agreed to absorb 50% of the cost of a new seat for the hardshipsThis was an agreeable compromiseThe consumer indicated that the staff had exceded expectations in attempting to resolve her concerns
Once contacted again by the consumer for an unrelated complaint regarding the finish of the paint, we again offered to address the complaintPrior to having this reconciled, the consumer had a seperate concern regarding the functionality of the shifting mechanism
The dealership once again transported the motorcycle at no charge and expedited repairs 04/08/No charges were passed along to the consumer for expediting the repairsThese fees are also not reimbursable by the manufacturer
All cosmetic concerns were addressed and the bike was road tested extensivelyThe motorcycle was once again transported to the customer for convenience on 04/09/
The desired resolution is not agreeableThe dealership has incurred significant cost to service this customer beyond industry expectations and obligationReplacing the motorcycle at further losses and subsidizing the customer with store credit is very imprudentWe hope that the customer has found all services provided as an extension of good will
This complaint was originally filed prior the return of the vehicle in working order on 04/09/No further contact has been necessary