Wayne Cycle Shop Inc

Re: Response to complaint #[redacted] filed by Mrs. [redacted] on 3/2/2016When a customer contacts Wayne Cycle Shop for a service or repair request, the customer is providedwith an initial quote. For complaint #[redacted], the initial quote was based on what the customerrequested to have done to their...

motorcycle (i.e., new tires and oil change). Unfortunately, some neededrepairs are not apparent until a technician begins working on the motorcycle and identifies the issues.Thus, an initial quote is an estimate and, depending upon the needs of the motorcycle and what thecustomer authorizes us to repair, the final service cost may be lower or higher than the initial estimate.In regards to complaint #[redacted], the service charge was higher than the initial quote for the followingreasons:? Initial quote was for regular mineral based engine oil; however, upon drop-off, Mr. [redacted]requested for synthetic oil to be used. Synthetic oils are much higher in price than conventional,mineral based oils.? Upon removing the side covers of the motorcycle’s engine, the technician noticed the gasketswere damaged. We called Mr. [redacted] immediately and he authorized us to replace the damagedgaskets with new gaskets, thus, increasing the bill to include the cost of parts and labor to cleanand prepare the gasket surfaces for the new gaskets to seal properly.? During the conversation in which Mr. [redacted] authorized replacing the gaskets, he was alsoinformed that additional labor costs would be incurred for removing the cosmetic chrome accentcover to change the front tire.Additionally, the customer complained about missing hardware on this motorcycle. Our Harley factory trainedtechnician confirms that the bolts were missing when the bike was brought in for service. Mostimportantly, the bolts in question serve ONLY to hold a cosmetic chrome accent cover on and haveabsolutely nothing to do with the function of the front wheel itself. The wheel was installed properly andthe cosmetic chrome accent cover in question could not come off, even with the bolts missing, because itis secured in other places. There was absolutely no safety concern with this customer’s motorcycle. Mr.[redacted] even brought the bike back to us to point out the missing hardware, and our service departmentfound suitable chrome bolts to install in the cosmetic chrome accent cover, free of charge.Once we received notification of the negative reviews that Mrs. [redacted] had posted on Facebook andGoogle reviews on 3/2/2016, we immediately called her husband, the primary contact for the servicerepair, and asked why they were dissatisfied with their service experience and what could we do to makethem happy. He responded that he was happy with the service he received from Wayne Cycle Shop andhe had no idea his wife had posted these negative reviews. He told us that he would talk to her that nightand he would call us back. Unfortunately, the [redacted]’s have not contacted us since then, despite ourrepeated attempts to reach out to them.Please note that we welcome the opportunity to talk with the [redacted]’s about their service experienceso we can understand what could have been improved. The service technician that worked on theirmotorcycle would be more than happy to show them how the bolts posed absolutely no safety concern,and I would like to talk to them about the price of the service and try to reach an agreement they arehappy with. At Wayne Cycle Shop, we try to keep every customer satisfied and, in turn, hope they sharepositive comments and/or reviews about our shop.Customer safety and satisfaction is of the utmost importance to us here at Wayne Cycle Shop. We havefactory-trained technicians that do our service work and a process for quality control that helps ensureour customers receive an excellent quality service experience. If we make a mistake, we fix it. If a customerhas a problem or is dissatisfied with their experience, they should call and talk to us about it. We will tryour best to make it right because Wayne Cycle Shop truly does care!Sincerely,[redacted]General Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not agree with the information that was supplied to you the hex nut the holds the front tire on was not replaced and that was conveniently left out how about telling the truth and taking responsibility for you actions. We did contact you in the first place and you blamed us and took no responsibility. My Sister had her face ripped off and is now scared for live because of people like you. I do not except this as a resolution to the problem. Regards,
[redacted]

Review: Was Quoted a price for tires at under 300.00 for our motorcycle they fail to add that they charge almost the same amount in service/labor charges. Was told that for the oils to be changed that It was going to cost 98 dollars and some change in labor plus the cost of fluid and was charged 118 for labor so when I go to pick the bike up I was charged 720.00 for something that I was under the impression was going to cost around 500+ and then when my Husband drives the bike home he hears something raddling in the front of the bike come to find out whoever put the bike back together did not put all the parts (bolts and nuts that hold the front tire) on back on the bike so the tire was at risk of falling off while going up the road. Mind you this is a bike that is well taken care of and is missing nothing. When we called the shop they told us those things were missing when they received the bike and some were broke in the process of changing the front tire that they tried to find some to replace them but could not. (NEVER TELLING THE RIDER THAT THEY WERE MISSING). They told my husband that he could bring the bike in and they would fix it for us. I guess they found the missing parts fairly quickly because it took less than an hour to put it back together the right when he took it back and they are not reimbursing any of the charges because it is somehow our fault that his incompetent staff does care about the safety of the people that they do work for. Both my husband and my daughter could have been seriously injured and or killed in the event that the tire came off during motion this shop does not care in the least.Desired Settlement: Refund on the service charges for work done on the front tire that was not completed and an apology for treating us like our complaint was our fault and the lives of my family meant nothing to them.

Business

Response:

Re: Response to complaint #[redacted] filed by Mrs. [redacted] on 3/2/2016When a customer contacts Wayne Cycle Shop for a service or repair request, the customer is providedwith an initial quote. For complaint #[redacted], the initial quote was based on what the customerrequested to have done to their motorcycle (i.e., new tires and oil change). Unfortunately, some neededrepairs are not apparent until a technician begins working on the motorcycle and identifies the issues.Thus, an initial quote is an estimate and, depending upon the needs of the motorcycle and what thecustomer authorizes us to repair, the final service cost may be lower or higher than the initial estimate.In regards to complaint #[redacted], the service charge was higher than the initial quote for the followingreasons:? Initial quote was for regular mineral based engine oil; however, upon drop-off, Mr. [redacted]requested for synthetic oil to be used. Synthetic oils are much higher in price than conventional,mineral based oils.? Upon removing the side covers of the motorcycle’s engine, the technician noticed the gasketswere damaged. We called Mr. [redacted] immediately and he authorized us to replace the damagedgaskets with new gaskets, thus, increasing the bill to include the cost of parts and labor to cleanand prepare the gasket surfaces for the new gaskets to seal properly.? During the conversation in which Mr. [redacted] authorized replacing the gaskets, he was alsoinformed that additional labor costs would be incurred for removing the cosmetic chrome accentcover to change the front tire.Additionally, the customer complained about missing hardware on this motorcycle. Our Harley factory trainedtechnician confirms that the bolts were missing when the bike was brought in for service. Mostimportantly, the bolts in question serve ONLY to hold a cosmetic chrome accent cover on and haveabsolutely nothing to do with the function of the front wheel itself. The wheel was installed properly andthe cosmetic chrome accent cover in question could not come off, even with the bolts missing, because itis secured in other places. There was absolutely no safety concern with this customer’s motorcycle. Mr.[redacted] even brought the bike back to us to point out the missing hardware, and our service departmentfound suitable chrome bolts to install in the cosmetic chrome accent cover, free of charge.Once we received notification of the negative reviews that Mrs. [redacted] had posted on Facebook andGoogle reviews on 3/2/2016, we immediately called her husband, the primary contact for the servicerepair, and asked why they were dissatisfied with their service experience and what could we do to makethem happy. He responded that he was happy with the service he received from Wayne Cycle Shop andhe had no idea his wife had posted these negative reviews. He told us that he would talk to her that nightand he would call us back. Unfortunately, the [redacted]’s have not contacted us since then, despite ourrepeated attempts to reach out to them.Please note that we welcome the opportunity to talk with the [redacted]’s about their service experienceso we can understand what could have been improved. The service technician that worked on theirmotorcycle would be more than happy to show them how the bolts posed absolutely no safety concern,and I would like to talk to them about the price of the service and try to reach an agreement they arehappy with. At Wayne Cycle Shop, we try to keep every customer satisfied and, in turn, hope they sharepositive comments and/or reviews about our shop.Customer safety and satisfaction is of the utmost importance to us here at Wayne Cycle Shop. We havefactory-trained technicians that do our service work and a process for quality control that helps ensureour customers receive an excellent quality service experience. If we make a mistake, we fix it. If a customerhas a problem or is dissatisfied with their experience, they should call and talk to us about it. We will tryour best to make it right because Wayne Cycle Shop truly does care!Sincerely,[redacted]General Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not agree with the information that was supplied to you the hex nut the holds the front tire on was not replaced and that was conveniently left out how about telling the truth and taking responsibility for you actions. We did contact you in the first place and you blamed us and took no responsibility. My Sister had her face ripped off and is now scared for live because of people like you. I do not except this as a resolution to the problem. Regards,