I recently had my first experience with Elk Island SalesBeing a previous manager in both the Auto and RV businesses, I know that parts and service is where a good reputation is made or brokenMy problems were minor, however they could have sold me parts, and some service that, actually may not have been neededInstead they wrote down the codes my motorcycle was showing then cleared the codes, as they felt that these could have been readingsThey were right, my check engine light has not come back on, and the bike runs greatThey also did an adjustment on my shock preload which required the removal of some other parts, in order to get at it, and had me back out the door in about an hourThe point is they could have easily sold me parts and service, but instead they took care of me properly, and at a cost that far exceeded being fair
Initial Business Response /* (1000, 5, 2014/05/23) */
MAY 22,
TO WHOM IT MAY CONCERN:
RE: ***
The first time the unit was in after being purchased on April 11, 2014, was April 14, 2014, Being it was a new unit, it was brought
into the shop immediately as she waited,
making it a priority We worked directly on cleaning and checking the fuel system and
shut off valves and carbWe tested the coil and wiring, checked out for a fouled spark plug, as well as replaced the melted
exhaust shieldWe then drained the fuel and replaced with new fuelAll parts needed were borrowed from a new unit in our
showroom rather than ordering The unit was working fine and advised customer as such
The customer came in April 21, with the unit not running again, so we dropped everything to work on it that same day
After checking the unit, we replaced a fouled spark plug, plus found a wiring harness issue, which we addressedThe carb was
also reset and tunedThe unit was tested and retested until the next day and confirmed it was in good working orderWe
encouraged her to leave the unit so we could test ride it several times to ensure there was no further problems and offered to
deliver the unit back to her house
The unit was delivered to the customer home, by an employee of the company, which is a practise that is not normally done
The employee waited at the customers' home for them to test drive the unit and confirmed that it was working perfectly
On April 29, 2014, we talked to the customer as she was upset that after the test drive, half of the fuel was used up and that we
should have replaced itThe total amount of fuel that unit holds is approximately litersWe apologized to her for that and
offered to top the unit up if they were coming byWe do not normally replace the fuel on any customers units that is brought in
for service, nor are we know of other repair companies doing this
Approximately weeks later, we contacted the customer and was told that the unit was working fine and had no issues
May 19, 2014, customer called leaving a lengthy, discrimatory and demeaning message about how the unit just suddenly
stopped running and demanded a new unitShe also threatened legal actionWe are not open on the weekends or long
weekends, thus getting the message on May 20,
The customer called Tuesday morning asking for the owner, ***She was advised that *** was not in the office yetShe
asked for his cell number and I was advised her that we were not allowed to give his number outShe then spoke to one of the
mechanics, advising him of the "fairly harsh message" that she had left and wanted to know what we were going to do now
Mechanic advised her to bring the unit in and we would work on repairing any new problemsCustomer felt that it was a
different problem than before
Owner, *** ***, talked to customer later May 21, *** offered once again that we would look at the unit again***
explained to customer that warranty coverage is to repair vehicles only and not replace as stated in the manufactures owners'
manual(see attached) Also, warranty does not cover transport expense of vehicle for service
We feel that, Elk Island Sales Inchas acted professionally and offered excellent service in way of accommodating "while you
wait" service, and even delivering unit to her home after hoursWe have never refused to help do warranty work, however, we
did explain that manufactures warranty is valid at any *** Dealership of her choiceManual was emailed to *** *** as would not fit on here
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All of this information does explain how this has gone in the weeks I have owned this machine*** *** ***
I recently had my first experience with Elk Island Sales. Being a previous manager in both the Auto and RV businesses, I know that parts and service is where a good reputation is made or broken. My problems were minor, however they could have sold me 2 parts, and some service that, actually may not have been needed. Instead they wrote down the 2 codes my motorcycle was showing then cleared the codes, as they felt that these could have been false readings. They were right, my check engine light has not come back on, and the bike runs great.. They also did an adjustment on my shock preload which required the removal of some other parts, in order to get at it, and had me back out the door in about an hour. The point is they could have easily sold me parts and service, but instead they took care of me properly, and at a cost that far exceeded being fair.
I recently had my first experience with Elk Island SalesBeing a previous manager in both the Auto and RV businesses, I know that parts and service is where a good reputation is made or brokenMy problems were minor, however they could have sold me parts, and some service that, actually may not have been neededInstead they wrote down the codes my motorcycle was showing then cleared the codes, as they felt that these could have been readingsThey were right, my check engine light has not come back on, and the bike runs greatThey also did an adjustment on my shock preload which required the removal of some other parts, in order to get at it, and had me back out the door in about an hourThe point is they could have easily sold me parts and service, but instead they took care of me properly, and at a cost that far exceeded being fair
Initial Business Response /* (1000, 5, 2014/05/23) */
MAY 22,
TO WHOM IT MAY CONCERN:
RE: ***
The first time the unit was in after being purchased on April 11, 2014, was April 14, 2014, Being it was a new unit, it was brought
into the shop immediately as she waited,
making it a priority We worked directly on cleaning and checking the fuel system and
shut off valves and carbWe tested the coil and wiring, checked out for a fouled spark plug, as well as replaced the melted
exhaust shieldWe then drained the fuel and replaced with new fuelAll parts needed were borrowed from a new unit in our
showroom rather than ordering The unit was working fine and advised customer as such
The customer came in April 21, with the unit not running again, so we dropped everything to work on it that same day
After checking the unit, we replaced a fouled spark plug, plus found a wiring harness issue, which we addressedThe carb was
also reset and tunedThe unit was tested and retested until the next day and confirmed it was in good working orderWe
encouraged her to leave the unit so we could test ride it several times to ensure there was no further problems and offered to
deliver the unit back to her house
The unit was delivered to the customer home, by an employee of the company, which is a practise that is not normally done
The employee waited at the customers' home for them to test drive the unit and confirmed that it was working perfectly
On April 29, 2014, we talked to the customer as she was upset that after the test drive, half of the fuel was used up and that we
should have replaced itThe total amount of fuel that unit holds is approximately litersWe apologized to her for that and
offered to top the unit up if they were coming byWe do not normally replace the fuel on any customers units that is brought in
for service, nor are we know of other repair companies doing this
Approximately weeks later, we contacted the customer and was told that the unit was working fine and had no issues
May 19, 2014, customer called leaving a lengthy, discrimatory and demeaning message about how the unit just suddenly
stopped running and demanded a new unitShe also threatened legal actionWe are not open on the weekends or long
weekends, thus getting the message on May 20,
The customer called Tuesday morning asking for the owner, ***She was advised that *** was not in the office yetShe
asked for his cell number and I was advised her that we were not allowed to give his number outShe then spoke to one of the
mechanics, advising him of the "fairly harsh message" that she had left and wanted to know what we were going to do now
Mechanic advised her to bring the unit in and we would work on repairing any new problemsCustomer felt that it was a
different problem than before
Owner, *** ***, talked to customer later May 21, *** offered once again that we would look at the unit again***
explained to customer that warranty coverage is to repair vehicles only and not replace as stated in the manufactures owners'
manual(see attached) Also, warranty does not cover transport expense of vehicle for service
We feel that, Elk Island Sales Inchas acted professionally and offered excellent service in way of accommodating "while you
wait" service, and even delivering unit to her home after hoursWe have never refused to help do warranty work, however, we
did explain that manufactures warranty is valid at any *** Dealership of her choiceManual was emailed to *** *** as would not fit on here
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All of this information does explain how this has gone in the weeks I have owned this machine*** *** ***
I recently had my first experience with Elk Island Sales. Being a previous manager in both the Auto and RV businesses, I know that parts and service is where a good reputation is made or broken. My problems were minor, however they could have sold me 2 parts, and some service that, actually may not have been needed. Instead they wrote down the 2 codes my motorcycle was showing then cleared the codes, as they felt that these could have been false readings. They were right, my check engine light has not come back on, and the bike runs great.. They also did an adjustment on my shock preload which required the removal of some other parts, in order to get at it, and had me back out the door in about an hour. The point is they could have easily sold me parts and service, but instead they took care of me properly, and at a cost that far exceeded being fair.