Motorcycle Mall

Complaint: [redacted]
I am rejecting this response because:
I had specifically asked [redacted] about the clause and his response to me was that the money would be refunded under any circumstance...Also, they are also incorrect in saying that I have not purchased a vehicle from them....the bike was under [redacted] and I was a co signer...I was mislead and as a previous customer of them with various referrals from myself to their establishment this is a slap in the face...I was told that a 500 deposit was required but was refundable I was falsely informed...the reason for me asking was because I saw what the contract stayed and was assured it would be refundable by [redacted] himself....as for the managers that handled the situation my fiancé was told specifically by the lead sales person that he was going to leave it up to the manager to decide wether or not the money would be refunded meaning that they could have done something every if it was as good will....

To Whom it May Concern,We do honor Suzuki promotions as we are a Suzuki manufacture; we sell the units along with the promotions they put forth. We are a dealership that clearly explains all of the promotions with each manufacture; specifically Suzuki as their promotions may be a...

little tough to understand.With that being said, this customer came into the dealership and spoke with not only our salesman but our Sales Manager. The Sales Manager spoke with the customer and clearly explained the entire Suzuki promotion; either you can get the aggressive price with the standard rate OR get the 0% APR rate with a different price. The Sales Manager also explained to the customer that we only have two of these leftover models left and with the Suzuki demo event this weekend, they will probably not last.The customer upsheet that explains the pricing clearly shows two different pricing; either the aggressive sale price (with standard rate) OR the regular price (with the 0% APR). The customer has the option and can take the one that they feel would be the best option. See attached…The Sales Manager even called the customer the next morning to see if the customer had any additional questions and asked the customer if he understood the entire promotion. The customer understood and acknowledged understanding the promotion (either or). We are not in the business to try and deceive any customers; but we are in business to make a profit. If we do not make a profit, we can not survive and pay our bills and employees.If the customer feels as though he can get the 0% APR with a better sale price, we explained to the customer please go check with other dealerships to see if he could get a better price with the 0% APR.This promotion was clear on the customer’s upsheet and clear in the explanation in person and over the phone. Again, we do everything in our power to clearly communicate the pricing and promotions for each and every customer.If you have any additional questions, please feel free to contact me.Best,

To Whom It May Concern / [redacted],   I hope all is well.   Motorcycle Mall and [redacted] have a contract, in which [redacted] signed and acknowledged that he would like to buy a Kawasaki ZX-6. His salesman, [redacted] let him know that his $500 deposit is left to hold the motorcycle...

(so no other customer can purchase it) is refundable IF you (the customer) are not approved by the banks through our financing department. In the conversation with the customer, our salesman also fully explained to [redacted], that IF the customer is approved (alone or with a co-signer), the deposit is not refundable. This was also acknowledged by the [redacted] signing his name next to the deposit policy. If you would like to see the signed contract, please let me know and I will send it over.   In the conversation, as [redacted] notes, he knew his credit was not good, so he had someone (his fiancé’s grandmother) else agree to be his co-signer to help get approved. When [redacted] did not get approved on his own, we then ran the credit with the co-signer, which we then got [redacted] approved with the monthly payments that the customer requested and wanted for the motorcycle.   [redacted] also mentions the last time that he tried to finance a motorcycle with Motorcycle Mall – which he is correct (in saying) and it did not go through as he was approved, but not for the monthly payments that he agreed to in the contract. He is not correct in saying that he purchases a motorcycle from us in the past – as he (his name) is not listed in our customer database as a past purchaser.   Both our sales managers – [redacted] and [redacted] – spent over an hour explaining this situation with [redacted]’s fiancé and her friend on the reason why the deposit is not refundable. It is a different circumstance than before…and we are more than happy to get the motorcycle ready for him and to have him pick up the motorcycle from our dealership. We had a contract with [redacted] and unfortunately, he does not want to stand behind the contract that he signed with us.   The deposit will stay in house and if he would like, he can put that money toward another motorcycle. I have personally reached out to the customer in hopes of getting him on the motorcycle and having him ride the Kawasaki ZX-6 he wants to purchase.Thank you,[redacted]General Manager, Motorcycle Mall

To Whom it May Concern,The first part of this customer’s story is correct…the customer had two different options; a 2015 Suzuki model or a 2014 Suzuki model. This customer decided to pick the 2014 model with the great price. With that being said, the customer signed a BILL OF SALE...

document stating the pricing and what was the entire deal; BUT he then wanted to negotiate again. How can someone sign a contract to buy a house and then say, wait, I want it for cheaper? Or I will buy a car from someone but then say, wait, give me my money back; I didn’t get something for free?So what did this customer do; he called me, Rich [redacted], the General Manager of the dealership (he explained to me that he saw my response to all of the Google Reviews) and said “I see that you respond back to all of the customers; I think you would be the guy to get me a better price.” You called me the first time (again, after signing the bill of sale contract) saying you wanted an extra discount, because you did not like that we gave you the manager's special right off the bat; the lowest price we could go. You were not happy because you did not negotiate with us. You begged and pleaded with me that you wanted an extra $100 off - after you signed the bill of sale contract. I asked you if you signed the contract and you said yes; but still you wanted something "for free." You even said at the end of the conversation, just go to Walmart to get me a motorcycle cover for $20...because you wanted something for free. As I told you then, I didn't have any additional room on the deal and itwas the best price we could provide you. But you claim in your other review that you understand that a dealership has be make money; do you really?As you state in this Revdex.com review, a few days later, you called our salesmen back (after I guess you saw that it WAS the best price) and said you wanted to purchase the Suzuki. I'm glad we record every conversation. You did not say it in this review but you did in your Google Reviews (Revdex.com reps can search it), you state that the salesman told you that this special program from Suzuki IS either the aggressive price (with the money off the unit) or the 0% APR. And you confirm that you called Suzuki to confirm the Either OR program as well.So you purchased a Suzuki motorcycle knowing the price and knowing that you applied for the standard rate (as you state that our salesman told you); not the 0% APR rate. I ask you this question; if you sign the contract knowing the great price you received and knowing it was for the standard rate, how can you say we mislead you? Our Suzuki rep is here this weekend for the Suzuki demo rides; feel free to come down to speak with him if you have any additional questions or concerns regarding the Suzuki promotions. Suzuki advertises all over their website and our website the 0% APR; that’s their program. What we do mirrors their advertising. You can get 0% APR; it just would not be with the aggressive pricing. Or you take the aggressive pricing that is advertised and get the standard 0% APR rate. I do not see how his is a advertising issue either.Please feel free to give me a call to further discuss if need be.Thank you,

To Whom It May Concern:   Our Service Writers are trained to let every customer know that if a customer is to bring in their motorcycle in to diagnosis a potential problem / customer does not know the potential problem (and it is not a specific schedule maintenance / install accessories/ etc.) there is a fee for the time our techs spends on the bike IF it is not covered under warranty. If a customer causes an issue and our technicians have to take time to diagnosis the problem, there is a fee for that the customer is responsible for.   If you are experiencing another problem (throttle is sticking), we can also check that problem if you’d like us to do so. You will have to bring in the unit and one of our certified [redacted] technicians will look at the unit for you. The same process will occur as this is how we’ve been doing business for the last 41 years.   Again, our technician found no problems with the unit after they inspected and test rode the unit the first time. If there are other problems, feel free to bring it back into us or you can visit another [redacted] dealer if you are not satisfied with the service we provide you.

To Whom it May Concern,Any time  our customers (or new Service customers) have a problem with a new motorcycle, we go through all of our customer's concerns and have our certified technicians review the motorcycles in hopes of replicating the problem and addressing it to ensure the motorcycle...

is running as per the manufacturers specs. Please understand that we sell the motorcycles and service them; but we do not make them. These problems do come up from time to time; and we are here to ensure that the unit is riding properly. If there is a problem with a new motorcycle, our certified technicians look at it, address / fix it along with the manufacturer and take care of any problems (if they exist). As our Service Advisor explained to you, there is a diagnosis fee (just like a doctor looking for a problem that you might have) of $240 for our technicians to look over your motorcycle, try to replicate the same problem, determine what the problem may be, ride the motorcycle to test it and anything else that might be needed to do to determine the problem (if any).  If the problem is under warranty or something that is a manufacturer defect, then it would be covered under that warranty of your new motorcycle. When the certified technician reviewed your concern of brake drag/noise, the technician went through the entire system and check for brake drag / noise. The technician saw that the pedal free play was OK, the brakes were functioning as designed, the pads and rotor was in new (recently purchased) condition. The fluid level was correct and there was no visible problem found. The technician then rode the motorcycle for 7 miles and at the start of the ride, the rotor was 65 degrees and rechecked the rotor after the ride, which the rotor was at 80 degrees. There was no evidence of bluing on the rotor and all throughout the ride, the brakes were functioning as per the specs of the machine. The technician found no problem at all with the brakes on your motorcycle. This was all written in your repair order (that you received a copy of). We not only looked at this "so-called problem" but the customer purchased a new exhaust, power commander and air filter, which we installed and did a dyno tune; so the unit being at our dealership for a week is warranted because there were multiple jobs being completed on this customer's unit. If there is no problem with a customer's motorcycle but our technicians work on the machine, do you think we are not entitled to be compensated the time that we spent looking over / working on your motorcycle in search for a problem you felt you had (but does not exist)? And in the end, we waived the charge and you feel as though we did not provide good customer service? And you feel as though you should be given your money back for a motorcycle that there is no issue with? Unfortunately we do not see it that way.If you have any additional questions or concerns, please feel free to contact me directly. Thank you,Rich GGM[redacted]Tell us why here...

To Whom It May Concern,I hope all is well.Thank you for leaving us your feedback - I personally spoke with the service writers and the folks that you worked with in the Service Department regarding your 2002 [redacted] Monster and the issue with the immobilizer. PLEASE NOTE: we like hearing from our...

customers and have no problem listening and correcting our mistakes, but we do not stand on the side when the feedback or facts are incorrect. CASE IN POINT: In another bad review that you left, you mentioned we kept your bike outside, but in this review, you did not say that. Why is that? We have video that shows we did not leave your bike outside at all. All of our bikes are stored inside our dealership.  Second, your [redacted] was at our dealership for one month - not 6 weeks as you claim. Your [redacted] came in to our shop on 8/2/14 and you picked up the motorcycle on 9/2/14. We have the evidence to prove that is the case as well...why would you not tell the truth?As our notes show, we provided you with two options: purchase a new ECU and battery (Over $1800 parts + labor) or a Performance ECU (which would have been the cheaper option at $1,400 + labor). From our notes in the system, you were leaning more towards option 2 (performance ECU) but unfortunately [redacted] does not sell the performance ECU for your Monster anymore. With that being said, through our Italian [redacted] technician, we reached out to [redacted] Italy for you to see if we could get that part for you. In Italy, most of the country goes on vacation for 2-3 weeks in August - the Ferragosto holiday and did not return to work until the 26th/27th of August. If you do not believe us, please [redacted] it or call [redacted] Italy directly...We have notes that we spoke with you on 8/13 and on 8/21 and you let us know that you were OK with waiting until 8/21 and then 8/28 for news on the Performance ECU. Unfortunately we did not hear back from our contact in Italy until yesterday(9/3) regarding the Performance ECU. We were told that we would be able to order the Performance ECU from Italy.We would have been more than happy to fix your [redacted] Monster with ordering you a new stock ECU - you declined. We also tried to give you another option with the Performance ECU - unfortunately [redacted] does not offer the part and then we even went the extra mile to see if we could order from [redacted] Italy directly. In addition, our Service Writer [redacted] let you know that if you wanted to take the motorcycle from us and called to inform us prior to coming in, we would have delivered the bike to you.We are very sorry that you feel like our dealership did not assist you in fixing your motorcycle. We feel we did try and go the extra mile for you and we would still be happy to service your [redacted] Monster.If you have any further comments, feedback or questions, please feel free to give me a call directly.Thank you,[redacted]Motorcycle MallAssistant General Manager###-###-#### Ext. *

To Whom It May Concern:   [redacted] bike was brought to us after the customer had an accident and had damages. When the bike came in, we worked with the insurance company to complete the damage work as soon as we could.   With that being said, there were some issues and problems that...

occurred along the way. First, the insurance company creates the list of items that needed to be repaired. Once the insurance company provided us with the list of parts to replace, we put the order in and waiting for the parts. Once we received the parts, we noticed two things: there was a backorder part from the manufacture that did not come in. In addition, the insurance company missed some items that were broken and we then called the insurance company to come back out to look over the bike – as he missed these parts the first time.   After the insurance company came out for the additional damage, we then ordered the parts and received those parts and the finally, received the backordered part last week.   As soon as we received the part, we installed for the customer and completed the work ASAP. The customer was called as the bike is completed.   In our systems notes section, our Service Writer had been in contact with [redacted] throughout this process. We have no desire to hold onto customer’s bikes and we do everything in our power to fix customer’s bikes ASAP. This took more time than it should due to the fact that the part was backordered and that the insurance company did not get the entire damages (and all of the parts) correct the first time around.   If we do not have the part here at the dealership, we can not fix the unit.   Thank you, [redacted]

Review: After 2 weeks of phone calls every day to [redacted] sometimes 3 times a day I get phone call back from owner of motor cycle mall and not to ask about the bikes problems or how he can help me but why did I complain to the better buisness bureau or the rip off report?! Totally not professional,then began to lie about how he had records of calling me!!!lies!!we initially wanted to put this large sum on my c/c but was told it had to be paid cash! Who carries $8000 cash on them on a Saturday ? Not me had to go to 2 banks! It's three weeks now n I don't have any bike,but I have gained a insulting owner of a buisness because I complained of ther no return phone calls,lack of any updates on service of bike, but plain old not contact with a consumer unsatisfied,to the better buis bureau,consumer affairs on Halsey st Newark nj! I paid money for a new quad witch we used for 13 minutes n overheated twice burning my wife's legs! I need a new quad or my money back!!!!Desired Settlement: They can either refund my money in full or replace quad with a new one!!

Business

Response:

To Whom it May Concern, [redacted] was a customer of ours and purchased a new [redacted] 800 ATV. [redacted] signed all of the paperwork (which we have and can send along) with his signatures agreeing that the purchase was not refundable after purchase. [redacted] took delivery of the machine and rode it around. After riding it around, [redacted] had a problem with the machine. We spoke with him – as he was demanding a new machine – and we let him know that we can not give him another unit, but have no problem fixing the issue. He did not want the unit to be fix – only a new unit. Unfortunately, per the contract that he signed, we do not provide new product once the owner takes position of the unit. Because he did not like that, he started to bad mouthing us and cursed at our employees – he only wanted a new machine. When we let him know that we have no problem fixing it – and if the problem is under the warranty – [redacted] will cover it, he finally brought it in. Throughout the entire process, he has been calling [redacted] as well, bad mouthing the product and [redacted] as well as us, the dealership that sold him the unit. Because [redacted] corporate is now involved, we have been told that all communication with the customer is between customer and manufacture. We have not heard any updates from [redacted] corporate, since they told us they would speak with the customer and handle the issue. We have a contract with the customer purchasing the [redacted] unit. We have all of the signatures stating the [redacted] ATV is not refundable. We did everything we could at the start of the issue to help and resolve the problem with this customer. This customer was rude and nasty to our staff and we do not appreciate that from a customer that we were trying to help – unfortunately, he was not happy with “you need to bring us the unit to see what the issue and we will fix it for you” – he wanted a new [redacted]. We can not comment further as the communication is now between customer and [redacted]. If you need us to send you the signed contacts between us and customer, please let me know.

Consumer

Response:

I am rejecting this response because:

Regards,we never cursed at anyone not have I entered the dealership since I returned the bike! Problem with this dealership is no-communication ! They never contacted me 3 weeks after I dropped the bike off at dealership to update me or see what they could do! Terrible service and customer service , I should be treated like a customer not badger me with meaningless lies! I paid for a product in good faith n to date I have nothing!!

Business

Response:

To Whom it May Concern,In regards to not cursing at our employees - we will respectfully agree to disagree. The voice recordings from the phone conversations prove otherwise.This customer did not get a call back (after he spoke with our associates and owner multiple times) because we were instructed by [redacted] not to reach out to the customer as they were handling the situation with this customer. [redacted] also let him know that they will be handling the situation from that point out. Once a manufacture let us know that they will be handling the customer and the issue at hand, the dealership no longer had contact the customer.Unfortunately we need to respect the wishes of the manufacture as they decided to handle the situation.Best,

Review: Sale price was not valid and they will not honor Suzukis own promotion. Misleading tactics by stating that Suzuki and financing banks don't apply on negotiated price. Fact is that negotiations and rebate offers are two different things, as stated by both banks and Suzuki when I called to verify. Manager changed price as soon as I got to the bottom of real offer rules and exposed his lies. Sycrony and Sheffield financial both have explained throughly that I do qualify for 0 percent Apr, as long as I do not add warranty and cash back rebate. Negotiations are aloud and up to dealer discretion. I wanted the sale price but I was being forced to use the cash back rebate only. I have copies of price change of before and after. Future proving the misleading tactics.Desired Settlement: Honor your price and do not mislead a consumer with explanations. Bank and Suzuki corporate headquarters are willing to conference in on a call, to confirm my eligibility. Price was changed as soon as I made that point on the same day. Why? Honor your price as intended.

Business

Response:

To Whom it May Concern,We do honor Suzuki promotions as we are a Suzuki manufacture; we sell the units along with the promotions they put forth. We are a dealership that clearly explains all of the promotions with each manufacture; specifically Suzuki as their promotions may be a little tough to understand.With that being said, this customer came into the dealership and spoke with not only our salesman but our Sales Manager. The Sales Manager spoke with the customer and clearly explained the entire Suzuki promotion; either you can get the aggressive price with the standard rate OR get the 0% APR rate with a different price. The Sales Manager also explained to the customer that we only have two of these leftover models left and with the Suzuki demo event this weekend, they will probably not last.The customer upsheet that explains the pricing clearly shows two different pricing; either the aggressive sale price (with standard rate) OR the regular price (with the 0% APR). The customer has the option and can take the one that they feel would be the best option. See attached…The Sales Manager even called the customer the next morning to see if the customer had any additional questions and asked the customer if he understood the entire promotion. The customer understood and acknowledged understanding the promotion (either or). We are not in the business to try and deceive any customers; but we are in business to make a profit. If we do not make a profit, we can not survive and pay our bills and employees.If the customer feels as though he can get the 0% APR with a better sale price, we explained to the customer please go check with other dealerships to see if he could get a better price with the 0% APR.This promotion was clear on the customer’s upsheet and clear in the explanation in person and over the phone. Again, we do everything in our power to clearly communicate the pricing and promotions for each and every customer.If you have any additional questions, please feel free to contact me.Best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have spoken to drew drew and all is has been resolved. Motorcyle mall did reach out to me about my complaint, in which I appreciate. I have also pursued the business transaction with them in good standing while being very clear of offer.

Review: After 3 "months" the motorcycle has not been repaired

No attempt to contact me and every time I go or call they promised to call back but as of now no repplyDesired Settlement: Reinbursment of my deductible and 3

monthly payments

Business

Response:

To Whom It May Concern: [redacted] bike was brought to us after the customer had an accident and had damages. When the bike came in, we worked with the insurance company to complete the damage work as soon as we could. With that being said, there were some issues and problems that occurred along the way. First, the insurance company creates the list of items that needed to be repaired. Once the insurance company provided us with the list of parts to replace, we put the order in and waiting for the parts. Once we received the parts, we noticed two things: there was a backorder part from the manufacture that did not come in. In addition, the insurance company missed some items that were broken and we then called the insurance company to come back out to look over the bike – as he missed these parts the first time. After the insurance company came out for the additional damage, we then ordered the parts and received those parts and the finally, received the backordered part last week. As soon as we received the part, we installed for the customer and completed the work ASAP. The customer was called as the bike is completed. In our systems notes section, our Service Writer had been in contact with [redacted] throughout this process. We have no desire to hold onto customer’s bikes and we do everything in our power to fix customer’s bikes ASAP. This took more time than it should due to the fact that the part was backordered and that the insurance company did not get the entire damages (and all of the parts) correct the first time around. If we do not have the part here at the dealership, we can not fix the unit. Thank you, [redacted]

Review: I left a 200.00 csah deposit on a motor scooter with salesman [redacted]. After I learned I could not borrow the remainder of money from a friend I applied for finance and was denied. I asked for my deposit back and at this point I was told that they have a policy that they don't have to refund a cash deposit. Than [redacted] informed me that I sighned a paper to this effect stating that had I paid with check or credit card I would get my money back, but since used cash they would not return my money. I was not aware that this deposit was non refundable.Desired Settlement: Get my deposit back please. I am a [redacted] on a fixed income and I made a mistake I can't afford.

Business

Response:

To Whom It May Concern,

[redacted] came to our dealership to purchase a scooter and left a deposit on a 2012 Kymco Sento 50cc scooter. That deposit held the scooter (so no one else

could purchase it) for [redacted] and he told us that he was going to borrow the money from his friend.

When the arrangement of borrowing his money from his friend did not happen, he asked us if he could apply for financing. We tried with a number of banks to see if they would loan him the money, but no one would provide him with that loan.

[redacted] had signed all of the paperwork acknowledging that his refund was non-refundable and there are no cancellations. We took the time to fully explain that to [redacted] and we made sure he understood that. He agreed to it verbally and written as he signed the contract. Please see attached for the scan of the contract where he signed the document.

[redacted] has a Sales Dept. credit of $200 that he can use towards the purchase of a new or used vehicle from the Sales Dept. for up to 1 year from the date on contract (9/10/13).

Thank you,

([redacted]) [redacted]

Review: I dropped off a motorcycle for service. They held on to the bike for a month and a half and charged me $217 for a diagnosis of the part I had already told them that was broken.

The new part was never replaced, they did not call me back and I had to pickup my motorcycle and take it to another shop due to their horrible service.

A trip to this place cost me $320 and there was absolutely nothing done to it.

Now I have to pay for a tow truck.

Never coming back or even suggesting this place to anyone I come across with.Desired Settlement: I would like for this place to at least return my $217 dollars for the diagnosis. How is it possible that the bike was hold for a month a a half and the part was not obtained and installed?

Business

Response:

To Whom It May Concern,I hope all is well.Thank you for leaving us your feedback - I personally spoke with the service writers and the folks that you worked with in the Service Department regarding your 2002 [redacted] Monster and the issue with the immobilizer. PLEASE NOTE: we like hearing from our customers and have no problem listening and correcting our mistakes, but we do not stand on the side when the feedback or facts are incorrect. CASE IN POINT: In another bad review that you left, you mentioned we kept your bike outside, but in this review, you did not say that. Why is that? We have video that shows we did not leave your bike outside at all. All of our bikes are stored inside our dealership. Second, your [redacted] was at our dealership for one month - not 6 weeks as you claim. Your [redacted] came in to our shop on 8/2/14 and you picked up the motorcycle on 9/2/14. We have the evidence to prove that is the case as well...why would you not tell the truth?As our notes show, we provided you with two options: purchase a new ECU and battery (Over $1800 parts + labor) or a Performance ECU (which would have been the cheaper option at $1,400 + labor). From our notes in the system, you were leaning more towards option 2 (performance ECU) but unfortunately [redacted] North America does not sell the performance ECU for your Monster anymore. With that being said, through our Italian [redacted] technician, we reached out to [redacted] Italy for you to see if we could get that part for you. In Italy, most of the country goes on vacation for 2-3 weeks in August - the Ferragosto holiday and did not return to work until the 26th/27th of August. If you do not believe us, please [redacted] it or call [redacted] Italy directly...We have notes that we spoke with you on 8/13 and on 8/21 and you let us know that you were OK with waiting until 8/21 and then 8/28 for news on the Performance ECU. Unfortunately we did not hear back from our contact in Italy until yesterday(9/3) regarding the Performance ECU. We were told that we would be able to order the Performance ECU from Italy.We would have been more than happy to fix your [redacted] Monster with ordering you a new stock ECU - you declined. We also tried to give you another option with the Performance ECU - unfortunately [redacted] North America does not offer the part and then we even went the extra mile to see if we could order from [redacted] Italy directly. In addition, our Service Writer [redacted] let you know that if you wanted to take the motorcycle from us and called to inform us prior to coming in, we would have delivered the bike to you.We are very sorry that you feel like our dealership did not assist you in fixing your motorcycle. We feel we did try and go the extra mile for you and we would still be happy to service your [redacted] Monster.If you have any further comments, feedback or questions, please feel free to give me a call directly.Thank you,[redacted]Motorcycle MallAssistant General Manager###-###-#### Ext. *

Review: Early April I had purchase a Kawasaki 300, to which had to be lowered and change the kickstand. Motorcycle Mall service department kept the motorcycle for a week waiting on the kickstand. On April 12, 2014 [redacted], from sales gave me a call to pick up my motorcycle since it was all done. Took the motorcycle back for first full service, plus purchased a battery tender, went to pick it up a week later after receiving a phone call that the motorcycle was ready to be pick up. When I had arrived, not only did I wait 2 hours for the pick up, but also noticed the battery tender wasn't install plus one of the service department employee noticed it had the wrong kickstand, to which wasn't installed in the initial purchase. July 12, 2014 drop off the motorcycle again so they could install the forgotten items, kickstand and battery tender. One of their service department person called informing me that the kickstand is in back order, therefore I can pick up the motorcycle. Therefore went to pick it up on July 22, at the service dept. Then, an employee told me none of the work had been done, so I ask for a reimbursement for the battery tender, instead of giving me a reimbursement, the sales person, not a mechanic, went back and installed the battery tender himself to which I waited 1/2 hour for. As I'm getting ready to leave, standing about a foot away from the bike, the motorcycle tips over, without me touching it, causing significant amount of scratches and bent front brake. I would greatly appreciate if they finally take responsibility for not installing the kickstand in the initial purchase and would like for them to repair such damages, plus to once and for all install the kickstand, to my understanding is back order. Emphasizing the kickstand was suppose to be installed since April 12, 2014. Throughout this whole process I've been patient and was on the phone with them through numerous time, and they failed to follow up in plenty of occasions.Desired Settlement: Repair and or fix damages caused in their parking space, and negligence of not installing the correct kickstand. Damages to which includes scratches, bent front brake plus install kickstand once it arrives.

Business

Response:

To Whom It May Concern, I personally spoke with our customer, [redacted], as did our Service Writer and Service Manager. This customer purchased a new unit for our Sales Dept. and requested to have the bike lowered in height as well as she ordered a different kickstand that accommodates a lowered motorcycle. Unfortunately, there are only 5 companies that produce kickstands that will fit this motorcycle. The kickstands from 4 out of the 5 companies are backordered and not available. There is one company that has the kickstand, but it is $100-$150 more expensive. We offered this to the customer and she did not want to spend any extra money for the kickstand that was/is currently available. Please note, a new kickstand with a lowered bike is not a necessary, but is recommended by our dealership. Please note, during the time that this customer’s bike was in our service department (getting the work done and waiting on the kickstand to come in), it was on its original / stock kickstand and the bike did not fall over or get damaged at all in our possession. I reviewed the video camera footage at the time the bike fell over…and this is what the video shows happened. Our service rep brought the motorcycle out to the customer. He parked it, left it on its kickstand and went to get the customer (bike was standing and did not fall). Our rep spoke to customer regarding the battery tender (that was put on) and then returned inside with the customer. When both our rep and customer was back inside, the customer’s one friend sat on the motorcycle for over 10 minutes (again, we have the footage to prove it). When the customer’s friend got off of the motorcycle, he did not fully turn the handlebars and lean the motorcycle on its kickstand. When he did not do that, the bike was not leaning over and when he got off the motorcycle (when customer was coming to the motorcycle and next to it), the bike fell over. Again, we have the video that clearly shows this. Because we communicated that the ordered part was backordered (and still not available), that there is another kickstand was/is available to purchase (customer declined) and the person that caused the bike to fall (and the last person to be on it / touch it) was the customer’s friend, we do not feel we are responsible for damaged fairings or front brake. We will install the kickstand (per the contract/Repair Order) once it arrives.

Review: on 4/6/13 I place a 500.00 deposit on a dirt bike which was suppose to be ready in 2 weeks. on 6/10/13 I was contacted bike was ready. I told the sales person I was unable to purchase bike for financial difficulties. he said I would have to forfeit my deposit. they are unwilling to return my money.Desired Settlement: I would like credit back on my card.

Business

Response:

To Whom It May Concern,

Our policy at Motorcycle Mall is this: a customer puts down a deposit for a specific motorcycle (and/or other powersports vehicles) to hold the unit (so no other customers can take the unit) and so we can run their credit to see if they are approved for a loan to buy the unit.

If the customer is not approved for the loan, the deposit is refundable. If the customer is approved, the deposit is non-refundable because we held the unit for the customer and if they agreed upon a deal and sign all of the paperwork, they are obligated to take the unit - not decide to back out of the deal at the last minute.

In this situation, the customer signed all of the paperwork, acknowledging that they understood our policy, but then decided at the last minute not to take the motorcycle. But at all times of the deal, the customer understood and knew that the deposit was non-refundable if they were approved (which they were).

I spoke with the [redacted], who has said that he has been in contact with the customer regarding getting the unit. We are currently working on getting the unit for the customer to complete the deal.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was not told my deposit is not refundable. they have not sold the bike and do not have one to sell me. I feel they are a unreputable company and refuse to return my deposit. they only gave me a receipt which does not say non-refundable. everyday the company states a different story. please help me to have my deposit returned,

Regards,

Review: Purchased a quad "motor- cycle" at 5 pm Saturday as gift to my wife 2014 brand new! Went to [redacted] to a resort [redacted] with family to go riding on trails together,after about 15 minutes bike began to smoke,and dash said"hot". So we let bike cool down before we attempted to ride it back,but as we did it shut down n overheated again! We had quad towed back by service and at that time bike had aprox 2miles on it,service suggested we bring bike back that ther was something seriouse wronge with bike,and also we only have 72hrs to bring bike back! Monday morning 930 am I brought bike back and gave all paperwork back to owner and explained to them about how bike burned my wife's legs and overheated 2 times n shut down!owner went outside got on bike n tried to start it it several times finally starting!owner told me they had to look at bike, so I said ok ill Waite to here from u ! At 5pm I went back to dealer n owner was outside, I asked him how'd you make out with bike n what was going on? He told me nothing was wronge with the quad/motor bike,I said are you seriouse? He shrugged his shoulders and paid me no attention! So I said when can I pick up my refund ? He told me he wasn't doing anything!so I contacted [redacted] manufacturer,and he contacted them to find out what was going on n they told him that they had to add antifreeze, so my concerne is this I have a bike for 12hrs use it for less than a half hour n bike overheated repetavly,I do not want this vehicle,it obviously has internal problems! I don't want to risk my wife safety nor do I choose such a large amounte of money! As of now I don't have the quad,any paper work,or any paperwork that they have the bike at service,I'm scared that we are being scammed!Desired Settlement: I want a refund of money!

Business

Response:

To Whom It May Concern,[redacted] did purchase a unit from our dealership. The unit was prepared for the customer properly and the customer picked up the unit. The customer then took the machine to an off-road park in ** where he rode it for four miles (not 2 miles) – it would be longer than 15 minutes – from our expert opinion. When the customer contacted us, we explained to him that if there is an issue with the machine, we would have no problem taking a look at it and checking over what the issue (that caused the machine to overheat) might be. In the conversation with the customer, our Sales Manager, [redacted], told the customer that unfortunately after you purchase a new unit and ride it – similar to a new car contract – our contract states you can not return it and get a refund. If there is something wrong with the machine, there is a factory warranty on it and if there is a defect (that it would be covered under the warranty), it would be fixed.When the machine was brought back to us, the customer spoke with [redacted] (not the owner). When we told the customer that he needed to sign the repair order for the machine, the customer stated “I do not want to sign anything, I want my refund.” Upon investigating the unit, we noticed that it had been cleaned with a power washer – but mud was still stuck in it (see attached photos). When you purchase a new machine, and you ride it through the water / mud (without the proper mud / water accessories), the machine will not perform as well as it should and could overheat and/or break without these necessary mud/water accessories.The customer was being very rude / disrespectful to our Sales Manager as he was trying to help him (and the machine) to see what we could do to look it over / and fix the issue / problem. We are still investigating why the machine overheated and will contact the customer back once our technician finds the issue. We have been in contact with our [redacted] rep and the customer service employee and will do everything to keep him (and customer) informed as well. The contract that the customer signed strictly states that’s once a customer purchases a new machine, he can not return. We are here to help our customers so they can enjoy their new machines, but with that being said, we are looking into this customer’s situation and will get back to him once we have more details.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not wash the machine "AT ALL" I have photos of everything and doc"s from certified [redacted] machanic that the vehical was used 15 min n not through any type of mud at all!

Regards,

[redacted] & [redacted]

Business

Response:

Enclosed

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] & [redacted]. We have not received any refund or document stating refund,amount,or date? Another sceem by motor cycle mall! It's several months I paid this dealership in full with no product,or refund??? This is not except able by any means!!!

Review: I was interested in purchasing my second motorcycle from their establishment and pursued a deal. I was told by my sales man that I required a $500 deposit to show the bank that I was capable of paying for the bike. I followed through with the request and filled out the paper work. I explained to my sales man that my credit was not that great and would probably need a co-signer.

My fiances grand mother was with us ([redacted]) and she offered to utilize her credit to help. My sales person said that it was in our best interest to leave her information with them in order to expedite the process if need be. We agreed. Immeditaley after, the deposit was processed for $500. I asked the sales man, "If for whatever reason I decided not to go through with this will the money be refunded?" His reply was, "Absolutely!" Now this is not the fist time I financed a vehicle with Motorcycle mall and they have in fact refunded my money on previous occasions which you can retrieve from their systems. We left the Motorcycle mall because we were told the response would be available to us the next business day. We recieved a phone call the next day from a finance associate stating that they couldnt pull the deal with just my name and had to utilize [redacted]'s. I explained that I would be available on Friday to speak regarding the deal being that the associate refused to divulge any of the information via telephone. On Thursday of that same week [redacted] had some unforseen events occur that affected her decision on co signing for me. I had my girlfriend [redacted] go to Motorcycle mall and explain the situation to them and have our money returned to [redacted]'s credit card. She went staright to the cashier and they refused to refund the money and [redacted] stated that the money was non refundable and that it was compensation for me wasting their time. She then requested to speak to the manager [redacted] and he also stated it was not their problem and there will be no refund.Desired Settlement: I would like the money to be refunded to the credit card that was utilized...Unfortunate events did occur that did not allow them to make a sale and that is understood but I am a loyal customer and have referred many people to them and have purchase a vehicle myself. They also need to properly educate their staff members on the refund policy. Some people refund money with no problem which I have encountered myself and some are just plain unethical as I have also encountered. I would also like for someone to speak to [redacted] and [redacted] regarding their professionalism. Their behavior was appaling. Their own staff members made comments regarding how unfair and rude they were and apologizing for their behavior as my fiance left the premises.

Business

Response:

To Whom It May Concern / [redacted], I hope all is well. Motorcycle Mall and [redacted] have a contract, in which [redacted] signed and acknowledged that he would like to buy a Kawasaki ZX-6. His salesman, [redacted] let him know that his $500 deposit is left to hold the motorcycle (so no other customer can purchase it) is refundable IF you (the customer) are not approved by the banks through our financing department. In the conversation with the customer, our salesman also fully explained to [redacted], that IF the customer is approved (alone or with a co-signer), the deposit is not refundable. This was also acknowledged by the [redacted] signing his name next to the deposit policy. If you would like to see the signed contract, please let me know and I will send it over. In the conversation, as [redacted] notes, he knew his credit was not good, so he had someone (his fiancé’s grandmother) else agree to be his co-signer to help get approved. When [redacted] did not get approved on his own, we then ran the credit with the co-signer, which we then got [redacted] approved with the monthly payments that the customer requested and wanted for the motorcycle. [redacted] also mentions the last time that he tried to finance a motorcycle with Motorcycle Mall – which he is correct (in saying) and it did not go through as he was approved, but not for the monthly payments that he agreed to in the contract. He is not correct in saying that he purchases a motorcycle from us in the past – as he (his name) is not listed in our customer database as a past purchaser. Both our sales managers – [redacted] and [redacted] – spent over an hour explaining this situation with [redacted]’s fiancé and her friend on the reason why the deposit is not refundable. It is a different circumstance than before…and we are more than happy to get the motorcycle ready for him and to have him pick up the motorcycle from our dealership. We had a contract with [redacted] and unfortunately, he does not want to stand behind the contract that he signed with us. The deposit will stay in house and if he would like, he can put that money toward another motorcycle. I have personally reached out to the customer in hopes of getting him on the motorcycle and having him ride the Kawasaki ZX-6 he wants to purchase.Thank you,[redacted]General Manager, Motorcycle Mall

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I had specifically asked [redacted] about the clause and his response to me was that the money would be refunded under any circumstance...Also, they are also incorrect in saying that I have not purchased a vehicle from them....the bike was under [redacted] and I was a co signer...I was mislead and as a previous customer of them with various referrals from myself to their establishment this is a slap in the face...I was told that a 500 deposit was required but was refundable I was falsely informed...the reason for me asking was because I saw what the contract stayed and was assured it would be refundable by [redacted] himself....as for the managers that handled the situation my fiancé was told specifically by the lead sales person that he was going to leave it up to the manager to decide wether or not the money would be refunded meaning that they could have done something every if it was as good will....

Review: On May 19th, I came in after banking hours came to an agreement with Motorcycle Mall for a 2013 Yamaha FZS contingent on monthly payments. The salesperson [redacted] provided me with monthly payments and available interest rates, but later found out from [redacted] in their accounting department that she was not supposed to provide me with that kind of information. What we found out is that payments and interest rates were no where in the vicinity of what [redacted] quoted me. If this information was not provided, a deposit would never have been made. I discussed with [redacted] my options and came to the conclusion that I would need another $1500 down or he would try to contact the banks again. After discussing this with my wife, we decided an additional $1500 that we did not initially agree upon was not an option and we were going to hold off on getting the waverunner. I spoke to [redacted] the next day and asked to her begin processing a refund. She said she would try to work out something to get the payment in my price range. I agreed, but did not hear from Motorcycle Mall after that. Then began 6 calls to the Motorcycle mall in attempt to get my refund, beginning with [redacted], then to her manager [redacted], [redacted] and finally the owner [redacted]. All of my calls would go un-returned and no refund has been made as promised by [redacted]. My credit was then run again arbitrarily on the 29th without my permission by Motorcycle Mall. Bottom line is the waverunner is out of the monthly payment range and I am due a refund as promised by their staff.Desired Settlement: Refund of $500.00

Consumer

Response:

I'm writing in reference to and would like to withdraw complaint #[redacted]. After 3 weeks the owner if finally addressing the situation and action is no longer needed. Please let me know if this email is sufficient enough to withdraw my complaint against Motorcycle Mall.

Review: I took my 2008 GSXR suzuki motorcycle to motorcycle mall in belleville nj , for a recall from suzuki company, on a defective master cilinder as per the manufacturer co. this happened in january 2014. All the guys were impressed by the way my bike looks and how perfect and neat I kept my bike even though its a 2008 but no even one single scratch on it, it only has a little more than 5000 miles on it. They also told me that they had a special in checking fluids, lube the bike, tighten the chain, etc, which I took, they told me they will call me back. after 3 weeks I started calling the service dept. and they said the master cilinder was not in stock, I called again they said suzuki has tons of bikes and is taking long, after 3 months I started to worried about my motorcycle and I spoke to bret from the service dept and he stated that they replaced spark plugs, and the crank position center which I have never authorized; I also told him that im the one calling them all the times and I have no received one single call from then. so after he suppossely check he said they didnt replace any of that and he needs my authorization to do so, I told him, ok, that will cost me 200dls and I waited another week, I have placed over 35 calls to this place and spoke to manager [redacted] which always tells me that he will call me back but never done so. I called again and they said spark plugs needed even though I replaced then by them 2 years ago. and that they are not in stock. 2 weeks later spark plugs are not available and now they said technician is in school and no one else can work on my bike. it been 4 months and no hope. please HELP me!!Desired Settlement: I want my motorcycle back in perfect conditions as I had it when I RODE it there. no scratches on it and in full safe conditions to ride! and I want a refund or a free service for all the time this has cost me.

Business

Response:

To Whom It May Concern,My name is [redacted], General Manager of Motorcycle Mall. I personally spoke with the customer and took care of him, making sure he was happy with the end result / solution.In regards to the motorcycle, there was some delay caused by the recall part from Suzuki corporate. With that being said, Motorcycle Mall did not proactively contact the customer and keep him updated on his motorcycle. The customer did sign and approve all of the work done. It is not the norm to have a motorcycle for that long and we apologized for amount of time.In regards to the scratches he claimed was on this motorcycle - the customer could not supply photos of the motorcycle that was post marked - indicating that the scratches were not there before dropping off the motorcycle. I asked repetitively for the photos, but the customer could not provide. The motorcycle was not scratched at our dealership.This customer has his motorcycle and is happy with the end result.Thank you,[redacted]

Consumer

Response:

I am rejecting this response because: First of all. this joker who claims to be the general manager hides himself by saying he is the assistant manager, when I request to speak to the general manager he turned out to be the general manager also. He promise me to look into my bike and find out what was causing the delay on it. He didn't even bother to see the condition on the motorcycle until I went to pick it up a day later from when he told me it will be done! I spoke to the service manager who told me the price was about $400 , when the general manager saw me he call his service puppet to clean my bike right away, I took pictures and video tape the condition which I found the bike which was poorly assembled and scratch up. I DO have pics from before I dropped off my bike but those I will show only to their lawyers not to a joker like him who in front of me and my wife continue to lie saying that the service manager did not show up to work that day after I told him that he have to lower the $400 by telling me he already lower it from $700. when I told him that I have spoke to [redacted] the service manager few minutes before him he told me he just came in, he didn't know I was talking to him previously and tried to hide him from me, but I even got it in video, thanks to my spy pen from brookstone. so I can prove that also!

Regards,

Luis Quijano

Review: I went to Motorcycle Mall on 7/22/2015 with the intention of buying a new motorcycle. I was met with a Sales Associate Frank. I was interested in a Suzuki GSX-R 600. Frank showed me two model years and said that the "sticker price" or MSRP is $ 11,199. He also showed me a 2014 model year GSXR 600 and said that since it is a leftover model from last year, there is a managers special on the model and the price is $8,599.

I told Frank that I am interested in the 2014 model but was not sure if I would be approved for finance because of my relatively new credit history. I signed the paperwork for a finance approval check, a bill of sale and also paid a $100 deposit using my credit card. The deal no. for reference is 20077.

The same day in the evening Motorcycle Mall got back to me saying that I was not approved for finance and I might need a co-signer.

On 8/4/2015 I took my Uncle as a co-signer and he signed the paperwork to check for finance approval. The same day Motorcycle got back to me saying that I was approved for finance. We went to the showroom but I was not happy with the sticker price. I wanted to negotiate but I realized that I was getting a very good deal and decided not to pursue it.

I called Frank on 8/6/2015 and said that I would be there at 6:30 PM to sign the finance paperwork and buy the motorcycle. Before going to the showroom, I called [redacted] Financial to inquire the approved finance rate/interest rate. I was told by them that I am approved for 0% interest for 60 months.

With this information I went to the showroom and met with Genine, the finance manager. But she showed us a paper and said that we were approved for 6.99% interest fro 60 months. I did not agree with her.

Later she asked the floor manager to explain it to me. He said that they cannot give 0% finance at the advertised price of $8,599!!

This was not brought to my notice verbally or on paper till that moment. And they said that my $100 deposit is not refundable.Desired Settlement: I want Motorcycle Mall to sell me the bike for $8,599 (Their advertised Price) at 0% APR interest for 60 months (My approved Finance rate from the bank).

Business

Response:

To Whom it May Concern,The first part of this customer’s story is correct…the customer had two different options; a 2015 Suzuki model or a 2014 Suzuki model. This customer decided to pick the 2014 model with the great price. With that being said, the customer signed a BILL OF SALE document stating the pricing and what was the entire deal; BUT he then wanted to negotiate again. How can someone sign a contract to buy a house and then say, wait, I want it for cheaper? Or I will buy a car from someone but then say, wait, give me my money back; I didn’t get something for free?So what did this customer do; he called me, Rich [redacted], the General Manager of the dealership (he explained to me that he saw my response to all of the Google Reviews) and said “I see that you respond back to all of the customers; I think you would be the guy to get me a better price.” You called me the first time (again, after signing the bill of sale contract) saying you wanted an extra discount, because you did not like that we gave you the manager's special right off the bat; the lowest price we could go. You were not happy because you did not negotiate with us. You begged and pleaded with me that you wanted an extra $100 off - after you signed the bill of sale contract. I asked you if you signed the contract and you said yes; but still you wanted something "for free." You even said at the end of the conversation, just go to Walmart to get me a motorcycle cover for $20...because you wanted something for free. As I told you then, I didn't have any additional room on the deal and itwas the best price we could provide you. But you claim in your other review that you understand that a dealership has be make money; do you really?As you state in this Revdex.com review, a few days later, you called our salesmen back (after I guess you saw that it WAS the best price) and said you wanted to purchase the Suzuki. I'm glad we record every conversation. You did not say it in this review but you did in your Google Reviews (Revdex.com reps can search it), you state that the salesman told you that this special program from Suzuki IS either the aggressive price (with the money off the unit) or the 0% APR. And you confirm that you called Suzuki to confirm the Either OR program as well.So you purchased a Suzuki motorcycle knowing the price and knowing that you applied for the standard rate (as you state that our salesman told you); not the 0% APR rate. I ask you this question; if you sign the contract knowing the great price you received and knowing it was for the standard rate, how can you say we mislead you? Our Suzuki rep is here this weekend for the Suzuki demo rides; feel free to come down to speak with him if you have any additional questions or concerns regarding the Suzuki promotions. Suzuki advertises all over their website and our website the 0% APR; that’s their program. What we do mirrors their advertising. You can get 0% APR; it just would not be with the aggressive pricing. Or you take the aggressive pricing that is advertised and get the standard 0% APR rate. I do not see how his is a advertising issue either.Please feel free to give me a call to further discuss if need be.Thank you,