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GZ Rider, Inc.

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GZ Rider, Inc. Reviews (2)

Response regarding complaint #[redacted] filed on 4/28/17. We completed a Full Service on the customer’s motorcycle, as part of which, we addressed two of his three concerns. We did further diagnosis work and were able to determine that the ticking noise he was hearing was not coming from his cam...

chain tensioners; however, we not able to further diagnose the issue given the poor condition of the bike and unknown prior engine work that had been undertaken on it. This was explained to the customer as the work order was being written – before any work was undertaken – and he did not appear upset or voice any concerns to us during the repair process. As background: The customer arrived at the dealership on Saturday, 4/22/17. He had a ticking noise in the motor and wanted his cam chain tensioners inspected. The customer also requested a Full Service and asked us to diagnose a loose throttle cable and the clutch was slipping; he had also reinstalled a bracket on his saddlebags, but the bracket used was not the correct one. The motorcycle had nearly 78,000 miles and was in very poor condition. The customer informed us that he had purchased the bike as a “repo” and that it had unknown engine work done to it. He did not know what parts had been used nor who did the work. At this time, it was explained to the customer that we would do the Full Service and check the Cam Chain Tensioners, but that if the ticking was not due to the Cam Chain Tensioners then we would not be able to dig further into the bike to diagnose the source due to the lack of knowledge regarding what work had previously been done to the motorcycle and in particular the engine. The customer said he understood. On Wednesday, 4/26/17, the bike was assigned to a tech for repair. We performed a Full Service changing all three fluids, engine oil filter, spark plugs and adjusted the drive belt, lubed and adjusted the throttle and idle cables and the clutch among other things. This service resolved two of the customers concerns: the loose throttle cable and the clutch slipping. The customer was not charged individually for either of these items, as those adjustments are part of the Full Service he has requested.   While inspecting the bike as part of the Full Service, our tech noted that the front and rear tires were below state spec and that the front rotor was below spec and in need of replacement. The tech also saw the rear caliper bracket was incorrectly installed indicating that whoever previously worked on the bike was careless in their repairs. Due to the condition of the bike and our concerns over prior repairs/installations, we decided that we would not replace the tires at this time. If we attempted to replace the tires, we would find damage to the bearings, the axle and the swing arm and if we made the repairs we could be liable for any damage caused by the previous unknown mechanic. The customer was informed of the condition of his tires, front rotor, and the rear caliper bracket, as well as our decision to not perform further work on the bike than was already agreed upon, as the repairs would be very costly. There was no additional charge for this diagnostic work; it was performed as part of the Full Service, according to H-D standards. Our tech then moved onto the customers cam chain tensioners. After removing the cam cover, he found the bike had the Screaming Eagle hydraulic cam plate upgrade already installed and the tensioners were intact and showed little sign of wear. Our tech determined that the ticking the customer was hearing was not coming from the cam chest. To further diagnose the ticking noise, the top end of the motor would need to be removed. Without knowing what was done to the motor previously, investigating further into the motor would make the repairs very expensive for the customer and could also create a liability issue that would leave us responsible for the engine. Based on the condition and lack of knowledge on the previous repairs, it was decided we were not willing to take that responsibility. This was explained to the customer who said he understood and did not appear to be upset when he picked up his bike.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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