Valley Cycle Center

ATTN : THE Revdex.comThis is an answer to a complaint from [redacted] ***Enclosed is a copy of the work order dated 5/20/when the [redacted] motorcycle arrived at Valley Cycle Center [redacted] listed four issues he wanted addressed.(***) Warranty recall # [redacted] , Front brake caliber, which was done(***) Warranty, rectifier replacement # [redacted] , which was doneState inspection was not done.Go over bikeClean and lube chain.Go over bike is a broad requestAll we can really do is make a visual inspection of tires, oil level, engine performance, lights, brakes, etcThe chain is lubricated internally and requires no external lubricationThe chain was in the factory limits, but was adjusted a small amount to make perfectAs stated, [redacted] brought motorcycle to Valley Cycle on 5/20/and picked up on 7/15/after continued phone calls by our service managerAfter he called about the failure to inspect the motorcycle, we apologized and told him to bring the motorcycle back and we would surely take care of that immediatelyHe then waits until 9/18/to finally pickup.Other than failure to inspect the motorcycle during his first delivery, which we regret, we see no negligence.Sincerely, Jim M

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
*** never contacted me directly even though Valley Cycle claims they contacted me on April 26th I believe that this should be considered a recall vsa warranty issue and therefore should be covered, free of charge My cousin has the exact same bike and had the exact same problem, so clearly it's happening to multiple *** ATVs.
Regards,
*** ***

June 11, Dear *** ***,Thank you for bringing *** ***'s dissatisfaction to our attentionIts very disappointing to hear that we have not lived up to the customers satisfaction; however, we feel that *** ***s frustration is misdirected*** *** is correct that his
machine has had malfunctions and it is the manufacturers suggestion to upgrade his machine to hopefully eliminate the trouble hes experiencedOur Service records indicate that we have serviced *** ***s machine multiple times in an effort to eliminate the malfunctionUpon each visit, we have successfully eliminated the complaint and his machine has tested correctly upon redeliveryAfter the issue resurfaced, we contacted the manufacturer where we received the suggestion to upgrade the machineUnfortunately, *** ***s machine was out of the factory warranty when the malfunction occurred.The manufacturer maintains sole discretion pertaining to out-of-warranty coverage or goodwill repairsUnfortunately, the manufacturer has declined any cost covered repair or upgrade for *** ***s machineIncluded in this correspondence is our exchange from the manufacturer the day after *** ***s visitAccording to the manufacturers records, there was contact with the customer on April 26, 2014; however, we are unaware who initiated contactIt is my belief that we have done just as the customer has asked, and if directed and paid by the manufacturer, we would be glad to repair or upgrade his machine*** ***s previous business with Valley Cycle Center is greatly appreciated and it is our aim to provide complete satisfactionI realize we have failed to achieve this goal with *** ***, but it is not the dealerships place to extend warranty coverage, it is not the dealerships fault the malfunction occurred, and it is not the dealerships responsibility to assume the cost of any repair or upgradeValley Cycle Center has extended every possible courtesy within our limitations and we have failed to meet his expectations, but unfortunately, not every repair or upgrade can be cost covered by the dealership of the manufacturerThe correspondence enclosed is numbered with the order in which communication occurredFor reference, when the manufacturer uses the acronym "EU",it means "end user.” In other words, they are referring to *** ***, or any customer when using "EU.” If there are any questions, either by the Revdex.com or *** ***, we are glad to answer them and welcome contact and involvement in any mutually acceptable resolution.Sincerely

June 16, 2014Dear *** ***,I am sorry to hear that *** *** has not received communication from the manufacturerIn the case history, it states that contact was made, either by *** or *** ***This is documentation from the manufacturer, not from Valley Cycle Center, so I can only assume that documentation to be correctAs was stated in my previous response, we believe *** ***s frustration to be misdirectedValley Cycle Center has no influence over recall initiations, warranty repairs, or goodwill repairs; this is at the sole discretion of the manufacturerShould there be a recall, service bulletin, or a warranty authorization from the manufacturer, we would be more than glad to perform the work on *** ***s machine, at a time scheduled and convenient for all partiesI have intimate knowledge of *** ***s troubles with his ATVI sympathize and understand his frustrationIt is very disappointing to have an expensive piece of machinery not live up ones expectations, and Valley Cycle Center does everything in its power to help customers through these ordealsWe were unprepared for *** ***s arrival with his issues in AprilWe were given no notice of his visit and, unfortunately, we were unable to authorize the free repair without the manufacturers approval and we were unable to keep his machine due to storage limitationsHad *** *** left his machine, it would have been left outdoors, unattended and unguarded, during non-business hours, a scenario unacceptable to us, and should be unacceptable to *** ***, I gather that the only resolution acceptable for *** *** is a nocost repairShould the manufacturer authorize this, Valley Cycle Center would be glad to perform the serviceAgain, Valley Cycle Center has no control over these authorizationsIn closing, we are disappointed to learn of *** ***s dissatisfaction with Valley Cycle Center, but we are merely the messengersIt is not acceptable to us to allow a situation get this farFor this, we are very sorryWe are also sorry that we cannot reach *** ***s expectationsValley Cycle Center is as adamant as *** *** that we cannot assume the cost - this is not our faultI believe *** *** understands this as wellAgain, if there is ever a manufacturer recall or factory directed repair, *** *** will be first to knowWe would expedite the parts necessary and prioritize the work, performing it as soon as possible, should we receive any such recallWe hope this is acceptable and this mediation has been a worthwhile service for *** ***If there are any questions, he is welcome to call me directly at the number on this letterheadI will consider this complaint closed as our potential actions are clearly statedShould *** *** care to take advantage of them, we are glad to assistHe is encouraged to call ahead to be sure we can accommodate his machine, he can rest assured, we will make effort to do so,Sincerely,

ATTN : THE Revdex.comThis is an answer to a complaint from [redacted]. Enclosed is a copy of the work order dated 5/20/2014 when the 2008 [redacted] motorcycle arrived at Valley Cycle Center.
[redacted] listed four issues he wanted addressed.([redacted]) Warranty recall...

#[redacted], Front brake caliber, which was done. ([redacted]) Warranty, rectifier replacement #[redacted], which was done. State inspection was not done.Go over bike.
Clean and lube chain.Go over bike is a broad request. All we can really do is make a visual inspection of tires, oil level, engine performance, lights, brakes, etc. The chain is lubricated internally and requires no external lubrication. The chain was in the factory limits, but was adjusted a small amount to make perfect.
As stated, [redacted] brought motorcycle to Valley Cycle on 5/20/14 and picked up on 7/15/14 after continued phone calls by our service manager. After he called about the failure to inspect the motorcycle, we apologized and told him to bring the motorcycle back and we would surely take care of that immediately. He then waits until 9/18/14 to finally pickup.Other than failure to inspect the motorcycle during his first delivery, which we regret, we see no negligence.Sincerely,
Jim M

Review: I've taken my 2013 [redacted] ATV for repair three times. Upon picking up the ATV and riding it, the same issue occurs. I ride the ATV for approximately 8 miles and it loses power. Per an employee at Valley Cycle Center, [redacted] recommends putting a 2014 system in it, however, I don't feel as though I should be responsible to pay for this. It seems to me as if it would be a recall issue on [redacted]' end. Valley Cycle told me they would have someone from [redacted] contact me directly, and that has yet to happen. I made the initial call to them regarding this request weeks ago, even drove 40+ miles to speak to a manager in person, and nothing was done to assist me. The ATV is only a little over a year old, and I have recommended numerous friends to their establishment and together, we have spent close to $40,000, yet they're unwilling to help me in any way.Desired Settlement: Repair (labor and parts included) at no cost to me ASAP. Planning a trip at the end of May, and need the ATV to be functioning properly.

Business

Response:

June 11, 2014Dear [redacted],Thank you for bringing [redacted]'s dissatisfaction to our attention. Its very disappointing to hear that we have not lived up to the customers satisfaction; however, we feel that [redacted]s frustration is misdirected.[redacted] is correct that his machine has had malfunctions and it is the manufacturers suggestion to upgrade his machine to hopefully eliminate the trouble hes experienced. Our Service records indicate that we have serviced [redacted]s machine multiple times in an effort to eliminate the malfunction. Upon each visit, we have successfully eliminated the complaint and his machine has tested correctly upon redelivery. After the issue resurfaced, we contacted the manufacturer where we received the suggestion to upgrade the machine. Unfortunately, [redacted]s machine was out of the factory warranty when the malfunction occurred.The manufacturer maintains sole discretion pertaining to out-of-warranty coverage or goodwill repairs. Unfortunately, the manufacturer has declined any cost covered repair or upgrade for [redacted]s machine. Included in this correspondence is our exchange from the manufacturer the day after [redacted]s visit. According to the manufacturers records, there was contact with the customer on April 26, 2014; however, we are unaware who initiated contact. It is my belief that we have done just as the customer has asked, and if directed and paid by the manufacturer, we would be glad to repair or upgrade his machine.[redacted]s previous business with Valley Cycle Center is greatly appreciated and it is our aim to provide complete satisfaction. I realize we have failed to achieve this goal with [redacted], but it is not the dealerships place to extend warranty coverage, it is not the dealerships fault the malfunction occurred, and it is not the dealerships responsibility to assume the cost of any repair or upgrade. Valley Cycle Center has extended every possible courtesy within our limitations and we have failed to meet his expectations, but unfortunately, not every repair or upgrade can be cost covered by the dealership of the manufacturer.The correspondence enclosed is numbered with the order in which communication occurred. For reference, when the manufacturer uses the acronym "EU",it means "end user.” In other words, they are referring to [redacted], or any customer when using "EU.” If there are any questions, either by the Revdex.com or [redacted], we are glad to answer them and welcome contact and involvement in any mutually acceptable resolution.Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:[redacted] never contacted me directly even though Valley Cycle claims they contacted me on April 26th. I believe that this should be considered a recall vs. a warranty issue and therefore should be covered, free of charge. My cousin has the exact same bike and had the exact same problem, so clearly it's happening to multiple [redacted] ATVs.

Regards,

Review: On 5/20/2014 dropped off my 2008 [redacted] for service as well as a recall, the bike was in the shop for about a week. Service to be done - 1) make sure the bike is safe to ride, check the bike from front to back. (2) State inspection. (3) Tune up, if needed. The bike runs rough. (4) Clean and lube bike chain. (5) [redacted] recall 2A24 safety issue.

I picked up the bike loaded it on my truck thinking all was well with the bike. After off loading the bike at my home I noticed - (1) The state inspection was not done, (2) The bike chain had not been cleaned nor had it been lube. (3) Missing bolts and fasteners. (4) The bike would not start.

I called Valley Cycle Center stating my concerns with the work preformed on the bike, I was told we are sorry and to bring the bike back so I did. Again I get a call to pick up the bike, looks like everything was completed. Off loaded the bike, the bike sat for a few weeks due to it was going to be given to my Son, that's why it was so important that the bike was safe to ride, as I stated to the service writer at the shop. My son arrived in town - (1) the bike would not start. (2) New battery, the bike wouldn't stay running at idle and would keep shutting off. I took the bike for a ride and the bike would shut off while riding. I called Valley Cycle to express my dissatisfaction with the service and again I was told to bring it back. I asked the service writer if they test ride the bikes after service and I was told maybe in the parking lot. THIS IS NOT THE WAY TO DO BUSINESS!!!!!Desired Settlement: Refund $203.57

Business

Response:

ATTN : THE Revdex.comThis is an answer to a complaint from [redacted]. Enclosed is a copy of the work order dated 5/20/2014 when the 2008 [redacted] motorcycle arrived at Valley Cycle Center.[redacted] listed four issues he wanted addressed.([redacted]) Warranty recall #[redacted], Front brake caliber, which was done. ([redacted]) Warranty, rectifier replacement #[redacted], which was done. State inspection was not done.Go over bike.Clean and lube chain.Go over bike is a broad request. All we can really do is make a visual inspection of tires, oil level, engine performance, lights, brakes, etc. The chain is lubricated internally and requires no external lubrication. The chain was in the factory limits, but was adjusted a small amount to make perfect.As stated, [redacted] brought motorcycle to Valley Cycle on 5/20/14 and picked up on 7/15/14 after continued phone calls by our service manager. After he called about the failure to inspect the motorcycle, we apologized and told him to bring the motorcycle back and we would surely take care of that immediately. He then waits until 9/18/14 to finally pickup.Other than failure to inspect the motorcycle during his first delivery, which we regret, we see no negligence.Sincerely,Jim M