Grand Prix Motorsports, Inc.

Initial Business Response /* (1000, 9, 2015/11/19) */
As it relates to case number XXXXXXXX opened October 28,
Grand Prix Motorsports has resolved the issue noted
On November 19, our service department manager spoke to the customer in lengthThe noted issue was due to poor service
work completed at another dealership not associated with Grand Prix MotorsportsAfter identifying the root issue Grand Prix Motorsports has agreed to offset charges that had accumulated in our initial inspectionThe customer is pleased and would like to drop the complaint all together
Please let Grand Prix Motorsports know how we can assist in the matter moving forward
Initial Consumer Rebuttal /* (2000, 12, 2015/11/19) */
I was contacted today by Ace at Grand Prix Motorsports regarding my complaintGrand Prix maintains they did no wrong, but agreed to a compromise settlement in order to maintain customer satisfaction and put this matter behind usI am satisfied with the agreement reached with Grand Prix and wish to withdraw my complaint

Initial Business Response /* (1000, 12, 2015/10/05) */
We reached out to the customer and had him come back into the store with his unit. On October 3rd, the customer dropped off his bike for another diagnoses. We had our service manager test ride the unit and after some time we were able to...

reproduce the issue that customer was concerned with. Our service manager got with the manufacture and was given three different options that might work to repair the issue. In discussing these with the customer, he decided that he would try the most cost effective and least time consuming solution. The solution was to add a product to the engine and to go through a couple of tanks of fuel to see if there was any improvement. After the 1st tank the customer returned and we changed the oil and re-diagnosed the issue. The problem was still there but at a smaller scale. the customer and our service manager decided to try the additive again and to have the customer return after more than one tank of fuel had been ran through it. We have spent approximately 5 hours on diagnosing and working on this customers unit, with no charge to the customer. We have tried a number of times to reach the customer for an update and to have the customer come back down for us to see how the unit is running with no response. We continue to reach out and hope to be able to follow up with the customer and make sure that he is completely satisfied with the services that we have preformed and with the way his unit is running.

While we understand [redacted] frustration - there have been outside factors working against us from the beginning. The particular motorcycle [redacted] purchased was built by the previous owner/manufacturer commonly known as a "[redacted]" [redacted] motorcycle. This manufacturer ceased operations and...

was later purchased by [redacted] who now builds, sells, and supports a completely different motorcycle under the same [redacted] name. Grand Prix was never a dealer for [redacted] bikes, and because that manufacturer ceased operations there is essentially no dealer support for this motorcycle. We have gone to great lengths to obtain parts and technical information needed to complete the repair. In dealing with the parts suppliers we were given conflicting information on what parts would be available and when. This is part accounts for some of the mis-communications we had with [redacted]. We would be told one thing about parts by the supplier - only to find out something else. This is especially true with the specially painted pieces like the fuel tank. In the end, we determined that a matching color original fuel tank was not going to be available, when we were initially told that it would be. We then discussed having these pieces painted. That work has been subcontracted out to a specialty motorcycle painter because of the unique matte finish on the parts. To date, those pieces are still with the painter. I have contacted the sub-contractor this morning and that work is at least another week out. This is not in the control of Grand Prix Motorsports, but is still the best possible solution to return [redacted]'s unique bike back to original condition. While we openly admit these was some missed communication and mis-communication during this repair, we also feel we have gone the extra mile to try and make [redacted]'s motorcycle whole - many if not most current [redacted] motorcycle dealers will not even work on [redacted] motorcycles due to the lack of manufacturer support.To address two other points:[redacted]'s insurance company was very difficult to communicate with during our original estimates and discussions about the repair. This contributed a lot to our early delays. [redacted] says that I would not speak to him - which is patently false. I spoke to [redacted] by phone when he first reached out to me and again after I investigated the situation to better understand what was going on. I then introduced him to Jon, our service manager who due to his position was in a much better position to understand and explain the status of the repair. If memory serves, I also gave [redacted] my cell phone number - which I usually do when there is a complaint because I often out of my office. [redacted] has never called me at that number. We very much value [redacted] as a customer, and would like to retain him as a customer. Considering that I just got this noticed the morning of 7/14 there is physically no possible way his bike to be completed today, primarily because the painted parts are out of our control. [redacted] has indicated elsewhere that he is disappointed that his bike is not complete in time for a planned ride. This is the first we heard of that and I will be reaching out to [redacted] to offer him an alternative bike to use during that event.