Erico Enterprises Incorporated

This is a very unfortunate situation We have spent considerable time trying to accommodate and satisfy Mr [redacted] to no avail This motorcycle was initially brought in on June 20, on [redacted] for us to diagnose an oil leak, install new tires, and special order and replace a broken left side mirror This RO was finalized and processed with a [redacted] card on July 11, The engine did have oil in it when it was brought to us We maintain that due to the oil leak, the engine may have been run low on oil before having been brought to us which unfortunately set internal damage into motion With a [redacted] engine, once an internal engine bearing’s hardened surface has been damaged the softer internal metal of the bearing wears very quickly and catastrophic damage is inevitable It is difficult to know that the damage has been set into motion as the bike will continue to run normally as the softer internal bearing material erodes The bike did not leave the dealership without oil in it It had proper fresh oil at the correct level when it came back to us each time; twice The bike was in running condition when test ridden before delivering back to the client We also maintain that the first time the engine stopped, it was a temporary seize that freed up once the engine cooled This can happen with damaged parts in certain situations as metals expand when hot and then contract when cool, changing tolerances between internal parts The engine was ‘free’ and had no visible or audible signs of internal damage when the bike was brought back in It started as soon as we used a jumper battery Motorcycle batteries can be very temperamental A seized engine can not put a reverse charge on a battery If the stator, the motorcycle’s charging generator, is not spinning, it will not act as a current draw We maintain that the battery needing replacement is coincidental and independent of the other issues with the motorcycleAgain, the first time the bike came back in, the engine started as soon as we put a new battery in it and ran satisfactorily for our technician’s test ride From RO# [redacted] Opened on July 18, - Closed July 22, 2015: Service Required CUSTOMER NOTES THAT THE ENGINE HAD STALLED WHILE RIDING AND THE REAR WHEEL LOCKED UP AT MPHBATTERY IS DEAD, CHARGING SYSTEM FAILURE IS SUSPECTCUSTOMER BELIEVES THAT THE ENGINE HAD SEIZEDINSPECT AND REPORTService Performed DIAGNOSTIC REVEALED THAT THE BATTERY HAD DIED - REPLACEMENT REQUIRED -BATTERY HAS BEEN REPLACED - NEW BATTERY HOLDS 12.9V AND CHARGES AT 14.1V When the motorcycle came back the second time with what is ultimately catastrophic failure, Mr [redacted] told us the rear wheel locked up at over 100mph on a freeway ramp This kind of riding can most definitely accelerate wear an already eroding internal engine bearing There was no oil on the motorcycle, indicating no leak, and the engine was full of oil The communication had been difficult with Mr [redacted] and we certainly felt for his predicament At times we would not hear from him for months at a time We invested, in the name of compassion as well as curiosity, quite a substantial amount of our Service Department's billable time to try and help determine where in the engine the seizure occurred but ultimately came to the conclusion that the engine would require removal and disassembly to “dig in” deeper We had hoped, on Mr [redacted] 's behalf, that what he experienced may have been another issue somehow misinterpreted as engine seizure as the bike had run well each time it was in the dealership We had then further hoped, on Mr [redacted] 's behalf, that the reason for the engine not turning could be more external (i.e.; the clutch or stator) as, again, the bike had run well each time it was in the dealership Unfortunately neither was not the case We informed him that the engine would have to be removed and disassembled to determine exactly what was needed for repair We were never authorized to perform that exploratory work These are internal notes from RO#***, created July 31, 2015: Internal Notes Added By : [redacted] 01/20/Customer has been called by the owner around Octin Customer did not return contact until JanuaryHe was called back the following day by [redacted] ***, who left a messageAs of 01/20/he has not returned the callAdded By : [redacted] 04/11/ [redacted] was here last Saturday and took his bikeHe acted easy going and asked about trading in and then got upset when I told him I had to further diag the motor before putting a value on the bikeHe didn't want to allow that and was in a hurry to leave to [redacted] so we took the bike out of the warehouse and left it and all of the parts next to his truck in the parking lot when he refused our help He tried to have the police get involved and they told him it would be a civil matterI left, the cops left, and he loaded up and left as well When Mr [redacted] ultimately came to pick up the bike on April 9, 2016, he said he was on his way out of town as he was moving to [redacted] that day We offered to take the [redacted] in on trade after he mentioned that he would actually rather have a different style of motorcycle in it’s place; a cruiser We knew that the [redacted] would need a considerable amount of repair for us to be able to sell and said that we would have to disassemble the engine to determine exactly what the trade in value would be but that in our compassion for his situation, we would make sure that it was an extremely fair deal He said he was leaving that afternoon but could wait until early the next morning I tried to accommodate by rushing to help with a trade solution that could work in his favor I don’t recall exactly how far along in that trade process we got that afternoon but the conversation turned completely combative and I decided it would be best to part ways We profusely offered to help him load the motorcycle into his truck and refer him to a good friend with a [redacted] dealership in the [redacted] area that would be open to helping make the repair process as smooth as possible He refused and told us to put all of the parts outside and that he was calling the police to have us arrested and charged with attempted murder We were closing but I did not want to just leave him and his motorcycle in the parking lot to fend for himself but thought it best to give him space as he was extremely agitated and was not being reasonable The police did show up and informed him that a claim against us would be a civil matter I have since spoken with the dealer in ***, different than the aforementioned, that Mr [redacted] brought the bike to after picking it up from our Service Department That dealer determined catastrophic failure but never claimed that it had been left empty of oil They merely told Mr [redacted] that it would need a used engine installed and helped locate one for him

Hello, The business has responded to my complaint and issued refund as requestedThe complaint may be closed and no further action is necessary.*** ***

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table.t1 {width: 810.0px; background-color: #f1f1f1; border-style: solid; border-width: 1.0px 1.0px 1.0px 1.0px; border-color: #dbe3e8 #dbe3e8 #dbe3e8 #dbe3e8} table.t2 {width: 812.0px; background-color: #f1f1f1} td.td1 {width: 798.0px; margin: 0.5px 0.5px 0.5px 0.5px; padding: 4.0px 4.0px 4.0px 4.0px} td.td2 {width: 808.0px; margin: 0.5px 0.5px 0.5px 0.5px} This is a very unfortunate situation.  We have spent considerable time trying to accommodate and satisfy Mr. [redacted] to no avail.   This motorcycle was initially brought in on June 20, 2015 on [redacted] for us to diagnose an oil leak, install new tires, and special order and replace a broken left side mirror.  This RO was finalized and processed with a [redacted] card on July 11, 2015.  The engine did have oil in it when it was brought to us.  We maintain that due to the oil leak, the engine may have been run low on oil before having been brought to us which unfortunately set internal damage into motion.  With a [redacted] engine, once an internal engine bearing’s hardened surface has been damaged the softer internal metal of the bearing wears very quickly and catastrophic damage is inevitable.  It is difficult to know that the damage has been set into motion as the bike will continue to run normally as the softer internal bearing material erodes.   The bike did not leave the dealership without oil in it.  It had proper fresh oil at the correct level when it came back to us each time; twice.  The bike was in running condition when test ridden before delivering back to the client.  We also maintain that the first time the engine stopped, it was a temporary seize that freed up once the engine cooled.  This can happen with damaged parts in certain situations as metals expand when hot and then contract when cool, changing tolerances between internal parts.  The engine was ‘free’ and had no visible or audible signs of internal damage when the bike was brought back in.  It started as soon as we used a jumper battery.   Motorcycle batteries can be very temperamental.  A seized engine can not put a reverse charge on a battery.  If the stator, the motorcycle’s charging generator, is not spinning, it will not act as a current draw.  We maintain that the battery needing replacement is coincidental and independent of the other issues with the motorcycle. Again, the first time the bike came back in, the engine started as soon as we put a new battery in it and ran satisfactorily for our technician’s test ride.   From RO#[redacted] Opened on July 18, 2015 - Closed July 22, 2015: Service Required CUSTOMER NOTES THAT THE ENGINE HAD STALLED WHILE RIDING AND THE REAR WHEEL LOCKED UP AT 20 MPH. BATTERY IS DEAD, CHARGING SYSTEM FAILURE IS SUSPECT. CUSTOMER BELIEVES THAT THE ENGINE HAD SEIZED. INSPECT AND REPORT. Service Performed DIAGNOSTIC REVEALED THAT THE BATTERY HAD DIED - REPLACEMENT REQUIRED -BATTERY HAS BEEN REPLACED - NEW BATTERY HOLDS 12.9V AND CHARGES AT 14.1V   When the motorcycle came back the second time with what is ultimately catastrophic failure, Mr. [redacted] told us the rear wheel locked up at over 100mph on a freeway ramp.  This kind of riding can most definitely accelerate wear an already eroding internal engine bearing.  There was no oil on the motorcycle, indicating no leak, and the engine was full of oil.   The communication had been difficult with Mr. [redacted] and we certainly felt for his predicament.  At times we would not hear from him for months at a time.   We invested, in the name of compassion as well as curiosity, quite a substantial amount of our Service Department's billable time to try and help determine where in the engine the seizure occurred but ultimately came to the conclusion that the engine would require removal and disassembly to “dig in” deeper.  We had hoped, on Mr. [redacted]'s behalf, that what he experienced may have been another issue somehow misinterpreted as engine seizure as the bike had run well each time it was in the dealership.  We had then further hoped, on Mr. [redacted]'s behalf, that the reason for the engine not turning could be more external (i.e.; the clutch or stator) as, again, the bike had run well each time it was in the dealership.  Unfortunately neither was not the case.  We informed him that the engine would have to be removed and disassembled to determine exactly what was needed for repair.  We were never authorized to perform that exploratory work.   These are internal notes from RO#[redacted], created July 31, 2015: Internal Notes Added By : [redacted] 01/20/2016 Customer has been called by the owner around Oct. in 2015. Customer did not return contact until January. He was called back the following day by [redacted], who left a message. As of 01/20/2016 he has not returned the call. Added By : [redacted] 04/11/2016 [redacted] was here last Saturday and took his bike. He acted easy going and asked about trading in and then got upset when I told him I had to further diag the motor before putting a value on the bike. He didn't want to allow that and was in a hurry to leave to ** so we took the bike out of the warehouse and left it and all of the parts next to his truck in the parking lot when he refused our help.  He tried to have the police get involved and they told him it would be a civil matter. I left, the cops left, and he loaded up and left as well.   When Mr. [redacted] ultimately came to pick up the bike on April 9, 2016, he said he was on his way out of town as he was moving to [redacted] that day.  We offered to take the [redacted] in on trade after he mentioned that he would actually rather have a different style of motorcycle in it’s place; a cruiser.  We knew that the [redacted] would need a considerable amount of repair for us to be able to sell and said that we would have to disassemble the engine to determine exactly what the trade in value would be but that in our compassion for his situation, we would make sure that it was an extremely fair deal.  He said he was leaving that afternoon but could wait until early the next morning.  I tried to accommodate by rushing to help with a trade solution that could work in his favor.  I don’t recall exactly how far along in that trade process we got that afternoon but the conversation turned completely combative and I decided it would be best to part ways.  We profusely offered to help him load the motorcycle into his truck and refer him to a good friend with a [redacted] dealership in the [redacted] area that would be open to helping make the repair process as smooth as possible.  He refused and told us to put all of the parts outside and that he was calling the police to have us arrested and charged with attempted murder.  We were closing but I did not want to just leave him and his motorcycle in the parking lot to fend for himself but thought it best to give him space as he was extremely agitated and was not being reasonable.  The police did show up and informed him that a claim against us would be a civil matter.   I have since spoken with the dealer in [redacted], different than the aforementioned, that Mr. [redacted] brought the bike to after picking it up from our Service Department.  That dealer determined catastrophic failure but never claimed that it had been left empty of oil.  They merely told Mr. [redacted] that it would need a used engine installed and helped locate one for him.