Free State Cycles

September 26, 2014Dear [redacted] ***It seems like this is a case of no good deed going unpunishedIn my previous response I described what is involved in a Platinum serviceA Platinum service costs $plus partsThe only item that was not performed was adding a fuel treatmentIt's pointless to add a fuel treatment after the rust has formedThe mechanic changed [redacted] spark plugs in an effort to improve drivabilityThis is a one to one and a half hour job (at $per hour) that we did not charge [redacted] labor forThe spark plugs were $and the fuel treatment is $so her net difference was about $19,for a spark plug changeIf [redacted] has been told that her bike needs spark plugs, oil and filter by a dealer then that dealer is either incompetent or unscrupulousBest regards,PaulFree State Cycle

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As noted in your response the work can only be verified on paperYou also admitted to this fact when I spoke with you on the phone that the "items were pulled for the service to be completed but you needed to verify with the mechanic." Prior to picking up my motorcycle from Free State Cycle, I was also contacted by Terrance to let me know about the rust issue and that the remaining portions of the Platinum Service could not be performed due to this issueUpon picking up my motorcycle from Free State Cycle, Terrance said the mechanic said he did an oil change on the motorcycleHowever, when Terrance brought the service receipt for me to render payment I was charged the full price (minus military discount) for the Platinum Service when all of the services annotated for the Platinum Service was not performedIn itself, it is a bad customer service practice to charge full price for services not rendered; especially with a new customer The attachments to this email are my receipts from Free State Cycle which does not explain the services that were performed but merely the prices for parts and laborWhen I contacted Free State to explain the receipt I was told exactly what is in the company's email response about the replacement of the spark plugs being a lengthy process However, as noted in one of the attachments, the recommended services notice by the other location that performed services on my motorcycle was for spark plugs, oil, oil filter, and associated quoted labor costsNo additional service has been completed on my bike since I picked it up from the other location so a third party can be involved to identify if the services where indeed performedA valid and comprehensive review should be completed in this matter and a refund should be provided to me from Free State Cycle for the services they did not perform Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
As noted in your response the work can only be verified on paper. You also admitted to this fact when I spoke with you on the phone that the "items were pulled for the service to be completed but you needed to verify with the mechanic." Prior to picking up my motorcycle from Free State Cycle, I was also contacted by Terrance to let me know about the rust issue and that the remaining portions of the Platinum Service could not be performed due to this issue. Upon picking up my motorcycle from Free State Cycle, Terrance said the mechanic said he did an oil change on the motorcycle. However, when Terrance brought the service receipt for me to render payment I was charged the full price (minus military discount) for the Platinum Service when all of the services annotated for the Platinum Service was not performed. In itself, it is a bad customer service practice to charge full price for services not rendered; especially with a new customer.
The attachments to this email are my receipts from Free State Cycle which does not explain the services that were performed but merely the prices for parts and labor. When I contacted Free State to explain the receipt I was told exactly what is in the company's email response about the replacement of the spark plugs being a lengthy process.  However, as noted in one of the attachments, the recommended services notice by the other location that performed services on my motorcycle was for spark plugs, oil, oil filter, and associated quoted labor costs. No additional service has been completed on my bike since I picked it up from the other location so a third party can be involved to identify if the services where indeed performed. A valid and comprehensive review should be completed in this matter and a refund should be provided to me from Free State Cycle for the services they did not perform.
Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because Mr. H[redacted] has nothing to prove that the service was done other than what was inputted into the computer (for parts) associated with the Platinum Service that was requested. The facts were clearly stated on my behalf in regards to what was said, what was performed, and what was documented. However, Mr. H[redacted] has not provided any proof on the actual matter which is that the service that should have been performed perhaps was not performed. Nor has he provided an opportunity to rectify the issue. As previously stated, I have NOT taken the bike anywhere after the 2nd motorcycle maintenance shop completed the requested services. The issue is not the rust in the tank, the issue at hand is that I was charged for an oil change and the install of spark plugs (with associated parts and labor) but it was noted that the services were not performed by another motorcycle maintenance shop.  The option was put on the table to get an impartial third party involved to confirm if the services were actually completed. But instead Mr. H[redacted] has chosen to downgrade and deflect the issue to other maintenance shop that made the observation and recommendation that the services were not performed as paid for.
If Free State Cycle does not choose to rectify this issue by any other means outside of pointing the finger and attempting to degrade another company's practices, I am still absolute on receiving a refund for the services that were not performed. Regards,[redacted]

September 26, 2014Dear [redacted]It seems like this is a case of no good deed going unpunished. In my previous response I described what is involved in a Platinum service. A Platinum service costs $275 plus parts. The only item that was not performed was adding a fuel treatment. It's pointless to add a fuel treatment after the rust has formed. The mechanic changed [redacted] spark plugs in an effort to improve drivability. This is a one to one and a half hour job (at $110 per hour) that we did not charge [redacted] labor for. The spark plugs were $27.16 and the fuel treatment is $8.00 so her net difference was about $19,16 for a spark plug change. If [redacted] has been told that her bike needs spark plugs, oil and filter by a dealer then that dealer is either incompetent or unscrupulous. Best regards,PaulFree State Cycle

September 18, 2014Dear [redacted]:The Platinum service that [redacted] is referring to was performed per her request (in writing). The service includes:Oil and filter change
Tire pressure check and adjust
Adjust and lube chain
Adjust and lube cables...

Service air filterTop off fluids Fuel system treatmentWhen opening the fuel tank my mechanic noticed rust on the interior of the tank. In lieu of treating the fuel, which would have been pointless at this stage my mechanic replaced all 4 spark plugs which is far more involved than treating the fuel in an effort to improve its drivability and as compensation for not providing the fuel treatment. I respectfully decline to offer a refund for the requested Service. A Platinum service is not designed to correct a problem with rust in the tank.
Best regards,
Paul H
Store Manager

Review: Review:I contacted Free State Cycle as a registered [redacted] Dealer in MD in regards to a [redacted] Recall repair for a front brake cylinder. I went to Free State to provide my VIN and other bike details as requested for the part to be ordered. Approximately, 3 weeks after the part was ordered I was contacted to let me know the part was in and I took my bike in for the recall repair on my 06 [redacted]. Because my bike was also sitting for an extended period of time I requested their Platinum Service be performed on the bike as well. The next day I was contacted to inform me that the mechanic noted that prior to putting in the fuel treatment into my tank they discovered rust that will require a new gas tank, a fuel pump, and a clutch cable. I requested an estimate of the repair, parts, and labor and was quoted approximately $2800. Because I did not have the funds for the repair I let them know that I will be coming to retrieve the bike the next day. When I came to retrieve my bike, Terance let me know the Platinum Service wasn't completely performed due to the rust but an oil change was completed by the mechanic. The bill for an "oil change" was the same quoted for the Platinum Service minus a military discount; $312.91. I took my bike for a second opinion in regards to the required repairs and was quoted less than a quarter of what was quoted by Free State. However, upon pick up of my bike after services were rendered at the other shop, I was told there were some recommended services to be performed soon. Those recommended services included an oil change, spark plug change, and coolant. Prior to picking up my bike and hearing the recommended repairs however, I contacted Paul H[redacted], Free State's Business Manager for an explanation of why I was charged full price for the Platinum Service if the service wasn't completed. He informed me that the parts were pulled so the service must have been completed. It is a travesty that I was taken for $312.91 by Free State for service that were not rendered.

Desired Settlement: Resolution:I would like a full refund of $312.91 for the services that were NOT rendered. When I contacted Mr. H[redacted], I did not receive a professional response or reception in order to resolve my request. I sincerely hope that this is not the way Free State Cycles conducts business with all customers and perhaps was just a huge miscommunication issue.

Business

Response:

September 18, 2014Dear [redacted]:The Platinum service that [redacted] is referring to was performed per her request (in writing). The service includes:Oil and filter change Tire pressure check and adjust Adjust and lube chain Adjust and lube cables Service air filterTop off fluids Fuel system treatmentWhen opening the fuel tank my mechanic noticed rust on the interior of the tank. In lieu of treating the fuel, which would have been pointless at this stage my mechanic replaced all 4 spark plugs which is far more involved than treating the fuel in an effort to improve its drivability and as compensation for not providing the fuel treatment. I respectfully decline to offer a refund for the requested Service. A Platinum service is not designed to correct a problem with rust in the tank. Best regards,Paul HStore Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

As noted in your response the work can only be verified on paper. You also admitted to this fact when I spoke with you on the phone that the "items were pulled for the service to be completed but you needed to verify with the mechanic." Prior to picking up my motorcycle from Free State Cycle, I was also contacted by Terrance to let me know about the rust issue and that the remaining portions of the Platinum Service could not be performed due to this issue. Upon picking up my motorcycle from Free State Cycle, Terrance said the mechanic said he did an oil change on the motorcycle. However, when Terrance brought the service receipt for me to render payment I was charged the full price (minus military discount) for the Platinum Service when all of the services annotated for the Platinum Service was not performed. In itself, it is a bad customer service practice to charge full price for services not rendered; especially with a new customer.

The attachments to this email are my receipts from Free State Cycle which does not explain the services that were performed but merely the prices for parts and labor. When I contacted Free State to explain the receipt I was told exactly what is in the company's email response about the replacement of the spark plugs being a lengthy process. However, as noted in one of the attachments, the recommended services notice by the other location that performed services on my motorcycle was for spark plugs, oil, oil filter, and associated quoted labor costs. No additional service has been completed on my bike since I picked it up from the other location so a third party can be involved to identify if the services where indeed performed. A valid and comprehensive review should be completed in this matter and a refund should be provided to me from Free State Cycle for the services they did not perform.

Regards, [redacted]

Business

Response:

September 26, 2014Dear [redacted]It seems like this is a case of no good deed going unpunished. In my previous response I described what is involved in a Platinum service. A Platinum service costs $275 plus parts. The only item that was not performed was adding a fuel treatment. It's pointless to add a fuel treatment after the rust has formed. The mechanic changed [redacted] spark plugs in an effort to improve drivability. This is a one to one and a half hour job (at $110 per hour) that we did not charge [redacted] labor for. The spark plugs were $27.16 and the fuel treatment is $8.00 so her net difference was about $19,16 for a spark plug change. If [redacted] has been told that her bike needs spark plugs, oil and filter by a dealer then that dealer is either incompetent or unscrupulous. Best regards,PaulFree State Cycle

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because Mr. H[redacted] has nothing to prove that the service was done other than what was inputted into the computer (for parts) associated with the Platinum Service that was requested. The facts were clearly stated on my behalf in regards to what was said, what was performed, and what was documented. However, Mr. H[redacted] has not provided any proof on the actual matter which is that the service that should have been performed perhaps was not performed. Nor has he provided an opportunity to rectify the issue. As previously stated, I have NOT taken the bike anywhere after the 2nd motorcycle maintenance shop completed the requested services. The issue is not the rust in the tank, the issue at hand is that I was charged for an oil change and the install of spark plugs (with associated parts and labor) but it was noted that the services were not performed by another motorcycle maintenance shop. The option was put on the table to get an impartial third party involved to confirm if the services were actually completed. But instead Mr. H[redacted] has chosen to downgrade and deflect the issue to other maintenance shop that made the observation and recommendation that the services were not performed as paid for.

If Free State Cycle does not choose to rectify this issue by any other means outside of pointing the finger and attempting to degrade another company's practices, I am still absolute on receiving a refund for the services that were not performed. Regards,[redacted]