Custom City Cycle, INC

This is our response in regards to complaint# *** submitted by *** ***. We feel we are in no way in the wrong in this matter and have been unjustly slandered by this individualWe have also attached copies of both work invoices for actual documentation
and proof* stated in his complaint that the problem he had when he brought his ATV to our shop the 2nd time was the same problemThis is untrueHe is having an intermittent electrical problem on an year old ATVHe even stated that the bike was running correctly and the headlights that he has the complaint about were working at the time that he picked up his ATV for his hunting tripHe used his ATV on a hunting trip and that is when the problem with the headlights started to arise again as he put itAs shown on the original ticket that we have attached in this email, which *** Received a copy of upon payment, there is nothing down about headlights not workingWe completed what was asked and provided him a running ATV with the services he requestedWe even checked the ground at the ignition as stated on the original service ticket #*** which is the additional issue he called us about that he stated he had forgot aboutThis was all working at the time of the bike leaving the shopWe have no way of telling when a working electrical component is going to failWe also have no control over how a person treats or misuses their equipment ( drove thru water, left out in less than desirable conditions, and so forth)When *** came in the second time with the ATV after his trip he stated that he was having electrical headlight issues ( 1st mention of this to us) and felt it was the same issueWe told him that if it was in fact the same issue we would take care of it but if there was something different going on that he would be charged which he signed the service ticket and agreed to these termsUpon inspection we were able to diagnose that his ignition switch was failing and causing this issue that he was havingWhen he came back to pick up the bike upon the completion of this diagnosis he was unhappy with that diagnosis because there was going to be a charge since this was not what was originally done as service on his ATVWe normally charge a half hour labor ($40) to and hour labor ($80) for a diagnosisWe only charged him $He wanted to find his own part because he felt he could find it cheaper on the internet and bring it back to us to have installedWe even supplied him with the part number which we normally don't doWe also told him and marked on the service ticket that the $he was paying would also be applied to his installation fee of $( hours labor ) to install the new ignitionHe became very irate and kept demanding that he should not have to pay anything, which would have been the case if this was the same issue we had repaired initiallyHe threatened to call the police and make them force us to return his ATV to him without payingHe did in fact call the Police Deptwhere he was informed by them to pay his bill and at that point we would return his ATV to himAs far as CCC being rude, we were just trying to receive payment for a service that was rendered, by an irate customerThere were employees that heard the whole conversation*** simply told him over and over that this was a different issue and the customer kept insisting that it wasNo foul language was used nor were voices raisedWe just simply demanded payment before releasing a bike because the customer didn't like the fact that this was a different issue than what was originally repairedElectrical components like the one he has failing are prone to failing with weather changes, moisture, vibration and suchThis is an intermittent electrical issue that was not showing at the time of pick up before his tripAs stated before, we cannot control when an electrical component will fail, just make sure that it is working when it leaves our shopAlso, we did not miss the problem as stated, it was not present at that timeWe were more than fair in this matter and are being wrongly accused by ***Thank youCustom City Cycle, Inc

Complaint: [redacted]
I am rejecting this response because:
To start with I have a copy of the original receipt and the new receipt. It states on the original receipt check ground at ignition. This is there, like I told them earlier, BECAUSE THEY put it. I told them what the problem was. The problem was the lights would not come on and be hard to stay on IF I could get them to come on. THEY said it was probably a ground issue and put that on the ticket INSTEAD of checking the problem. Also to the CONTRARY to what they said, when I picked it up from the store it worked. AS SOON as I got it to the woods EVEN BEFORE I DROVE IT ANYWHERE, when I pulled it off the trailer the lights DIDN'T work. I tried everything they told me and it never worked even before I used it. So it has nothing to do with misuse. Also when I came back the second receipt says check the unit. I even asked up front I said, why does this receipt say charge...this is the same issue from before. SO I PUT on the second receipt this is just a recheck. They informed me that it was just  procedure that they do on ALL tickets and that I wouldn't be charge. I put this on the second receipt so I wouldn't be charged. And YES I did call the police because I was being bullied to pay to get my product back. UNLIKE what they said the police DID NOT tell me to pay for the vehicle. The police told me THEY couldn't INTERVENE at all because it was a civil matter. They didn't say pay for it. Now they are saying it is a bad switch. I asked them why they didn't FIND that problem of a bad switch at first. THEY botched it and don't want to own up to it. Yes they did charge me less for a DIAGNOSIS than normal but I shouldn't have been charged AT ALL because it was the EXACT same problem. LIGHTS NOT WORKING. And also the only reason the other employees heard the conversation is because [redacted] the manager began to get loud. I stayed calm and keep expressing my point. HE became rude and kept saying you just need to have a nice day and pay the money. It was the SAME problem. I did tell them. I even tried to get [redacted] to listen to his OWN tech to show him that they knew about the lights from the beginning and this was NOT their first time but he didn't want to hear that because then it would have shown he was wrong. And as far as the ATV being 11 years old, that has nothing to do with it. It is RUNNING great. Yes it HAD a problem that's why I took it to the shop. IT RUNS great now. Like anything else, nothing lasts forever. Either get it fixed or replace it. I have no problem for paying for repairs on broke items. I do have a problem paying TWICE for the same problem that You SUPPOSEDLY fixed. Like I told them. When I told him about the lights the first time and he put check ground, if he felt it was too late for whatever reason he could have said so. I hadn't picked the vehicle up NOR did I  pay for it so he could have told me that it would cost extra to look at the reason why the lights weren't coming on and that would increase my price or he could have said no he won't look at the problem. Don't look at it and say it's fixed and then say it's something ELSE when you are proven to NOT have fixed a problem that you SAID you already fixed. I WROTE specifically on the second invoice that this was a recheck. They said NOTHING that they were going to charge. I ASKED flat out was this a charge and they say no. I asked why was the amount on the ticket and I was told it was what they do on all tickets. THAT'S why I wrote on the ticket before I left AND INITIALED it that this was a recheck and that I SHOULDN'T be charged. If they were going to dispute that then they should have said something then but they didn't because they KNOW I told them it was a recheck. You can't charge me for a recheck and then be rude when you are called out on it. I tried to call the police. They said they didn't think it was right either but they said they can't come out because it was a CIVIL matter and couldn't get involved. They didn't instruct me to pay. The company was in NO WAY fair. The company is being RIGHTLY accused of under handed business practices. 
Sincerely,
[redacted]