Arkport Suzuki Inc

I am writing this letter in response to complaint ID [redacted]. After reading over the customers' statement of the problem I would like to add some additional information that the customer neglected. First off when Mr. [redacted] purchased the used 2010 **-[redacted] in May of 2013 the bike had 1800 miles on...

it and was already out of its two year factory warranty. Mr. [redacted] was offered the opportunity to purchase an extended service plan which would have covered repairs on the bike for an additional one to five years, but he declined to purchase this coverage. Since the purchase of the vehicle in May of 2013 we as a dealer have NEVER seen this bike back for any sort of maintenance. Mr. [redacted] states that "there was no maintenance due on this" referring to the bike but this is not true. [redacted] recommends an engine oil change every 2500 miles. In addition at the 5000 mile service there is a complete list of components to be checked and adjustments made as well as engine and transmission oil changes. This July when the bike was brought in for repair it had a mileage of 7920, well over the mileage for recommended maintenance. As stated earlier we as an authorized [redacted] dealer have not seen the motorcycle back for any of the recommended scheduled maintenance checks and have never been provided records that these services were performed elsewhere. After dropping the vehicle off for repair with us in July of 2015 we did find that the motorcycle was transferring oil from the transmission/primary into the engine. This caused the transmission to run low on oil which in turn caused damage to various transmission bearings and the primary chain tensioner. We contacted the customer and at his request we tore the unit down for complete inspection; thus why "the bike is apart and in boxes at the dealer." Upon tear down we found no damage to the cases or the case sealing surfaces. Even though the bike was over two years out of factory warranty at the customer's request we contacted [redacted] to see if there was anything that they would do in terms of fixing the problem. The [redacted] Company contacted us back with a reference numbers of [redacted] and declined to offer any good will consideration due to length of time out of warranty. In conclusion I would like to state that I do not feel that we as a dealership have done anything wrong in this situation. Basically we have a case of a customer that has purchased a used machine and sometimes machines break. The customer has not proven any scheduled maintenance was completed on the unit and declined to purchase an extended service plan which would have covered this repair. In short I feel that our dealership should be the one that is writing a complaint to the Revdex.com as we have a bike sitting here in pieces that we have received no money for up to this point but have had several hours invested in diagnosing and addressing this particular customer issue. In closing another point I would like to make is that the disputed amount in the letter is stated to be $3000.00. I wonder how the amount ballooned to $3000.00 from the estimated amount that we quoted for repair to be near $1800.00? Please let me know if you have any further questions. Sincerely, Jennifer S.