Mobile Cycle Works, Inc.

Mobile Cycle Works, Increceived the above-referenced customer complaint and appreciates the opportunity to respondWe strive to provide customers with the highest quality customer service and are disappointed to hear that you feel that we've provided less than excellent serviceAs we discussed
with you at length, we felt the long-term solution to your problem would have been to install an (aftermarket) oil passage drain tube kit due to your unique set of circumstances: your motorcycle is years old, it has had (poorly) attempted repairs by other mechanics prior to you bringing it to us, and it has an inherit manufacturer's design flaw that has a known problem with oil leaks at the exact location that you are experiencing this issueThis is what would be considered a last-resort repair option due to the particularly difficult circumstances surrounding your motorcycleWe were more than willing to install said kit at no cost -parts or labor- to youUnfortunately, you refused to allow us to do so.Our records indicate a different timeline than yours in reference to how long your motorcycle was at our facility for the initial service requestYou dropped your motorcycle off at our facility on January 31st, We called to inform you it was ready for pion February 16th, In total, that represents days from start to finish, which is significantly different than the approximate month you’ve indicated in your complaintIn our industry, this is a reasonable amount of time considering the extent of the work performed- including the service/repairs we performed unrelated to the oil leak- as well as the length of time we had to wait for parts for your specific motorcycle to be shipped to our facilityWhen you returned your motorcycle to our facility with your initial complaint, we expedited your repair case, and reworked our assigned bench order to position your motorcycle as our top priorityAs we very rarely receive negative customer feedback on our repair services, we took your initial complaint very seriously and attempted to do everything in our power to correct the problem as quickly as possibleThis included having our mechanics work on your motorcycle after business hours and on the weekend in order to expedite your caseRegarding the call you received on March 1st, 2018, your statements vary significantly from our detailed work order call notesJohn called to inform you that we had reassembled the motorcycle, but that it was raining, and we wanted to fully test ride the motorcycle to ensure that no leaks were present before having you take it homeThe following day, you called us and indicated that you were on your way to retrieve the motorcycleWe advised that John was out test riding your motorcycle at that time and that we wanted to assess the outcome of that test ride before proceeding with advising on if it was ready for pior notThe assessment made at the completion of that test ride was that the motorcycle indicated a slight oil seep, and to ensure full customer satisfaction, we offered to purchase and install, at no cost to you, a last-resort solution of a oil passage drain tube kitThis again is due to the age, number of poorly attempted repairs prior to you bringing it to us, as well as the inherit design flaw with your modelGiven that we were willing to go above and beyond to rectify the situation as promptly and professionally as possible at no cost to you, we're equally as disappointed as you are in the resulting outcome