Motor-Vation, Inc.

Review: I want to bring a complaint to your attention. I wish I would have brought a complaint to you long ago. I was trying to be the nice understanding person and deal with the company directly as well as the dealership. I have since found it is getting me nowhere. Instead I am more and more frustrated. Now, I am to the point of not even wanting the product any more due to the total disgust I have for the company and the lack of confidence I have in the product, the company and the dealership. And I do not want to trade it in for anything at that dealership or made by Victory either!

This complaint is in regard to Victory’s bad parts and customer service as well as the Motorvation dealership! Therefore, I am filing it under both businesses.

I purchased a new 2012 Victory Cross Country Tour motorcycle from Motorvation in Mechanicsburg Pa and have had nothing but issues with it from the very beginning. They made me drive on my own gas to the place several times to get pictures taken, then more pictures taken because the first ones weren’t good enough, etc. It has been back to the dealer numerous times. At first they would give me a loaner vehicle, now they don’t even do that. I have had to have numerous body panels replaced due to flaws in them. I have had to have important safety items like my tail light replaced due to it deteriorating. They obviously know they have a problem. After replacing several panels on my cycle due to the white paint literally coming off to show the black base through it. I had originally paid the $500 premium color option for this white pearl color, but when it wears off showing the black through it, it looks pathetic! So, after SEVERAL pieces being replaced and some even replaced 2 or 3 times, the dealership called me and stated that I had three options. They told me they could continue to replace the white pieces, they could replace the pieces in a different color or they would switch the bike for a brand new one at no cost. Well, the dealership was surprised that the 3rd option was even offered by Victory. The email I got back from [redacted], “they don’t do this often”. [redacted]e (service person) did confirm to me that victory offered this option, but then changed their mind because they said the person who offered it didn’t have the authority to do so. So, I was aggravated and lost faith in the company, but finally took the option to replace the panels in black since it was every panel on the bike except for 3 that had issues (though one of the ones that they said didn’t have issues, the dealership sent to have painted even though I know it DID have issues) Motorvation made me pay half of the cost to have the 3 pieces painted by an external party, even though originally I had paid the $500 for the premium color and now I have the ordinary color and I am STILL having issues. I am very UNHAPPY!

When I picked up the bike in black, there was issues from day one again. Actually the bike looked in worse shape that day then it had originally looked! From a far distance it is ok, but if you look at anything close, it is a total mess! I pointed several of them out. They had to file more complaints and order more parts. This time it was even worse because not only were the panels bad, but they did a TERRIBLE job of putting the bike back together. They used double sided tape in the trunk that literally is falling apart and looks horrible. I am embarrassed to even show people my bike! They decided to wax the vehicle and literally buffed the paint off in spots. The cruise wasn’t even connected. There was a side panel that almost came off when I was driving the bike because it wasn’t connected. My wife’s legs are actually what kept it connected until we could get to the side of the road and I was able to see what they hadn’t done right. The wax/buffing material is still stuck in the lights on the trunk. The rear trunk wiring was totally exposed and I was left to fix that. The buffing/was material was all over the speaker in the trunk. The front fairing was rattling, the pieces they sent away to be painted are damaged because they tightened the screws too tight when they put them back on at Motorvation and some of them have dirt painted right into the paint!

Now, we are still having issues with those panels that Victory replaced. I am being told that Motorvation has gone through at least 7 of one of the pieces and NONE of them have been right. Talk to [redacted] in parts and surely he can tell you the history. My bike has NEVER been right since the day after we bought it! This is insane and Victory and Motorvation should both be embarrassed. I used to go into Motorvation and received respect. We bought 3 bikes from them in less than 2 years (2 were Kawasaki and had none of these issues).

I wanted a Victory so much but now I regret ever buying one or even dealing with the dealership. My cycle has not been right from the day I bought it. I keep getting the run around from the manufacturer as well as the dealership. I can’t get anyone with any real authority to make any hard decisions to talk to me. They keep routing me through their reps who are well versed in how to deflect anything negative about the company. I would like you to look into this issue and see if you have any better luck getting this resolved at this point I would just like them to take the bike back and give me my money back. I doubt that will happen, but I am sincerely tired of wasting my cell phone minutes and time with them only to get nowhere. There was a point that they offered to the dealership I bought the bike from to swap out my bike with a new one but then a few days after that option was made to the dealership it was revoked. I can’t prove it (though [redacted] in parts at Motorvation is the person who was told this information and then he told it to me) but I think someone further up the food chain at the manufacturer (Victory) became aware of this and shot it down and then passed the blame off to the dealership. This should be in several phone records because I have noted this almost every time I have called. I spoke to [redacted], the head of the service department and he swore to me that their rep made the offer and he questioned it 3 times because he was surprised that they made the offer but the rep said to him we want and need the customer to be completely satisfied. But as I said someone obviously decided profits were more important than customer service and satisfaction I also forgot to mention that as stated the white color was a $500.00 premium and when they offered to paint replace the panels in black they said the remaining panels would be my responsibility to pay for. So I was responsible for $400.00 of which the dealer finally agreed (after my wife went in and complained) to pay $200.00 of which is that the case or did it only cost $200.00 and they simply absorbed their mark up either way I feel so lied to by both the dealer and the manufacturer. (When we picked up the bike, they made me pay the $200 for the paint before I was even able to fully inspect the bike, which was a total mess. We made [redacted] from Motorvation come out and look at it before we would even leave the shop because we were very upset.) I have never purchased an item and had so many issues with it or felt so betrayed by the dealer and the manufacturer in my life. I would think since I bought 2 other motorcycles from the dealer within 12 months of buying this troublesome bike, I would have been treated better. I mean we are talking about an over $20,000.00 ($22,540.59 to be exact) motorcycle! I’m sorry I feel if you spend that kind of money for anything you should be treated accordingly!

This is a last resort before I see what legal means I have from a lawyer to get this resolved to some kind of satisfaction. At this point, I just want them to take my bike and give me my money back. I am already out a ton of money when you consider the paint, the payments, the gas money back and forth (had to drive two vehicles the last time to be able to drop it off), etc. There has to be something that the Revdex.com can do. The last time I called in and asked if anyone else had this problem (fully knowing that there were several other complaints and an “F” rating) they said they have a good rating and know nothing about any complaints like this!!!

Any help you can give would be greatly appreciated. At a bare minimum I would like the bike fixed correctly immediately (I have already spent too much time without my bike) and a warranty on the repairs so either I can feel somewhat ok with the whole situation. But that being said I will probably end up selling it later due to NO confidence and a lot of disgust for the product. But at this point with it not being correct, I can’t even sell it. I won’t get anything for it on resale because it looks horrible! What I would really like is them to buy it back from me.

This is all pretty sad considering that I used to brag about Victory and the dealership. Now I have NOTHING good to say about either one of them. I am also wondering if I am allowed to call the bank and inform them of the kind of company they are providing loans for, though I have not done that so far. There has got to be something to make this right so I am hoping you will be able to help resolve this issue.Desired Settlement: What I really want is for Victory/Motorvation to purchase my bike back for a refund to me as this has been a ridiculous ordeal! I will NEVER recommend this company or dealership after what I have been through. I have never worked with such an aggravating business. If that is not achieved, I want the bike fixed PROPERLY immediately (ALL pieces and without double sided tape that melts off in the sun or pieces falling off the bike! And I do not want to be left without a loaner this time only to get a bike back that is in worse condition than when I dropped it off!) and I want a refund of the $500 in addition to the bike being fixed for the aggravation and the money I had originally paid for the upgraded paint option.

Business

Response:

I have sent 2 reports to show you that what **. [redacted] states about having problems from day one is incorrect. As you can see he did not have any issues with his Victory until 6/7/12. You can also see that his bike was out of warranty when Motor-Vation helped him out to get him new painted pieces for his Victory. I don't know of any other dealer that would have taken the time & effort to get this work done for him when the warranty expired. When we received all of the parts to perform the work we called **. [redacted] and informed him we were at the mercy of the body shop to get a few of the pieces painted and as soon as we received them back we would then perform the rest of the work on the machine. He dropped his bike off on a Saturday and every day the following week he was calling to find out when his bike would be finished. He even called the body shop and was pushing them to get the work finished as quickly as possible. We got a call from [redacted], the body shop, on Friday and I sent a mechanic to pick them up immediately. I talked to **. [redacted] that same morning and told him it would be finished the following Monday. He insisted he needed the bike back that day. My service manager, [redacted], was off that day for a personal family matter and he needed to buff the entire machine. I called [redacted] and asked him if he could come in and finish this since **. [redacted] was very insistent. He agreed and came in and buffed the bike. We found that the saddlebags did not come with the hardware and we had to switch everything from the old saddlebags. They also did not come with a new seal which we had to reuse the old ones. Since they were glued in we had to use 2 sided tape to secure them until we ordered the new ones. Had we been afforded the time to do it correctly **. [redacted] would have received his bike in the condition he expected. Motor-Vation should have stood our ground and told him the bike could not be finished until the following Monday but we certainly tried to accommodate him. **. [redacted] also stated he had to pay the $200.00 before he was allowed to inspect the bike. He did go back to our service department and looked at the bike before he paid. It was when we brought the bike around front that he started complaining about it. We are waiting on 1 piece from Victory to complete the work on his bike. We have received 7 of these pieces and do not feel they are good enough to put on **. [redacted]'s bike. We could have just put the piece on and not worried if it was good enough. We don't do that. We have been on the phone with Victory every day about getting a perfect piece. Motor-Vation cannot be held accountable for this since we have to rely on the manufacturer.

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:

The idea that I didn’t have issues from day 1 might be true but very soon thereafter the problems began. I don’t live in that town. So, yes the original paperwork was dated 6/7/12. The bike was purchased on 4/7/12 and the reason that is the date is 2 fold. First of all I called them prior to that date and we came to an agreement that we would just deal with it when I brought it in for service. Secondly when I went there they ordered a part till that part came in there was other issues and they then ordered more parts on the same work order so instead of showing 2 separate issues it showed up as 1. This is also what they did on some of the other repairs. I guess that falls on me for not making each issue be on a separate work order so that I would have more of a paper trail to verify my issues. But you must understand first of all I’m not that kind of person and second I originally had faith in the dealership. I felt I bought 2 other bikes from them and had great service up until purchasing the Victory. All in all I spent $40,000-$50,000 there in the time frame of 12 months – 18 months. I lost money when I traded in my other bike but I was ok with that b/c I really thought the Victory was the bike I really truly wanted. I wanted the new American bike and didn’t want a Harley. The Victory had a unique look and was to be superior. Unfortunately, I’m finding it out the hard way that it is not the case. I’m also learning not to take for granted that a dealer will treat me fairly b/c it isn’t the case. Now I don’t believe all the blame lies on Motorvation. I believe Victory is also to blame but that being said I feel both have given me the run around and I feel I can’t trust either one. They also stated that the bike was out of warranty. Well, that’s not necessarily true either. The original complaints were done 2 months after buying the bike and the replaced parts kept going bad. So in my eyes, it was an existing problem and the time frame should not have mattered. I called and told them about it before they actually submitted the claim. I had to arrange to get into the dealership when it was a good time for them because when others took the pictures Victory would return them. The idea that I rushed my repair is also not 100% true. I’d bet I could pull my phone records and prove I did not call everyday as they make it sound. I did call mid-week to see how things were going and asked that if there was anything they could do, I would appreciate it because it was my main source of transportation. Then I did check up a few times via email and phone but was not forceful about it. If I had known the parts were all bad, I never would have dropped it off in the first place for them to start it!I had asked and they had verbally agreed that they would make sure that all the pieces were correct before they started making repairs on my bike and sending the other pieces to be painted because they knew I was upset that the bike wasn’t right from the beginning. And I WAS told by [redacted] that they would have switched the bike out for a new correct one from Victory but Victory later took that back. I did agree to let them repair it afterwards thinking at least it would be right since the black wouldn’t be showing through black pieces. Apparently they hadn’t looked at the parts. They said they don’t use “bad” parts, however almost every single part on the bike had issues. So, if they “don’t do that” then why did they put all of these parts on my bike knowing they were bad. They never should have taken my bike apart without all of the good parts. If they had inspected the pieces prior to putting them on, then I wouldn’t have been so aggravated. I was out of a bike for a week only to find out the pieces still needed to be replaced again. Yes I did contact the paint shop and I felt since the dealership made me run over there for the estimate and followed up with them to see that Motorvation got the estimate, I was partly involved and since they said they would only need the bike 1 week to complete the repairs when I called later in the week to check on the progress Motorvation said the paint shop was holding them up. So yes I contacted them and they said the parts were already painted. Motorvation called me then after I spoke to the paint shop and tried to tell me they would be painting the parts the next day so there again someone lied to me either the paint shop or Motorvation. As far as them sticking to their guns n fixing the bike right so does that mean I would have been without the bike all this time since they didn’t bother to check the parts before tearing my other parts off? They still do not have all the parts to finish the repairs correctly if I would have left my bike there every time there was an issue until it was fixed I hardly would have gotten to even ride my bike and all of the warranty would have been spent in the shop. It is noted that [redacted] had to come in to buff all of the parts. Well, he sure did buff it. He actually took the clear coat off in several spots and I noted that to [redacted] the night I picked up the bike along with all the other issues. Why would they have to buff brand new pieces if they were right anyway and then take the clear coat off?The answer is b/c the parts had so many issues. I still have wax stuck in my trunk light! As for the 200. 00 payment yes I was able to go back n take a quick look but was told they would not bring it out till bill was paid so I went back saw a black bike from a few feet away it all looked good inside when it got outside and could be inspected I was able to find flaws on almost every panel. So yes I complained!The attachments they sent are kind of a joke they show only a small part of all the work that was done to this bike b/c of a flawed product ask them for detailed parts and labor info for each repair order they sent and see the number of items they had to repair or replace. Then I think you will see I’m justified in how I feel about the whole situation. I paid $500 originally for a premium white color. After several replacements, yes, I had originally agreed to give up the premium color because I thought they couldn’t mess up black base color paint. I was wrong. The panels look worse than ever!The night I picked up the bike, my license plate fell off, the side cover below the seat actually came apart while I was driving home because it wasn’t connected right. My wife’s legs held it on. Wires were hanging out of the trunk. The speakers rattle, the front faring rattles now, wax was in all the lights. The bike is a total mess! Once again I want to state I’m not satisfied with the bike, the dealership or the manufacturer and hope you will be able to help get a satisfactory resolution. At the VERY least I want my bike fixed right!And I want compensation for the aggravation of having to call Victory, the dealership etc numerous times, take my time away from work, driving almost an hour from my house to the dealership every time to take pictures etc., plus the $500 that I paid for the premium paint. If it had been fixed right the first time (like they said they would wait for all parts to be 100% before having us bring in the bike to change it to black, but that didn’t happen), then I would have been ok with the base color and losing the premium. Now I feel it is only fair that I am compensated for something and that my bike is repaired correctly. Or they can repair the bike correctly and sell it on the floor for the remaining amount on my loan! I am aware that Victory has been in contact with Motorvation and Victory has contacted me. They were actually surprised to hear that pieces weren't connected correctly and that the bike left the service area that way. I also told them why there was a 2 month gap between purchasing the bike and sending the formal report and how many times the pieces have been bad. They claim they will be in contact with Motorvation tomorrow.

Regards,

Business

Response:

First & foremost, Motor-Vation and Victory are not going to buy the motorcycle back. The motorcycle at the time of repair had 8,400 miles on it. I'm not going to address every single item that **. [redacted] stated. He dropped the bike off on a Saturday. My mechanics got right on it Monday and took the parts to [redacted] that same day. I called [redacted] on Wed. or Thurs and asked about the timeframe they would be completed. I was told they were ready for paint but not painted at that point. They called us Friday morning & we went to pick them up immediately. We only had Friday afternoon to complete the repair because **. [redacted] insisted he needed the bike that day. We had the bike a total of 5 days to perform the work that we told him would take a week to 2 weeks. We told him he could bring the bike back in immediately for us to finish the job correctly but he said he would wait for us to get the additional parts. The only part we are missing right now is the fairing piece which we are at Victory's mercy for them to get us a "good" part. I understand the frustration of **. [redacted] because I have that same frustration with Victory getting us the part. I am on the phone with Jason every day to try to correct this problem.