Motorcycle Mall

Review: I very seldom write reviews on my experiences with buyers online. My recent purchase with Motorcycle Mall, 655 Washington Avenue, Belleville, New Jersey 07109 was an exception. Although, it was for a substantially small amount of money the fact they advertised a product online then sent a portion of the product is reprehensible.

I recently purchased Online two Motion Pro Clamps for a single cable for $23.52. What I received on January 29th was two of the smaller cable clamps.

The handlebar clamps were not included. What I purchased online were two Motion Pro Clamps not just two cable clamps. This is not they were selling in the ebay advertisement and was not what I saw in the ebay photograph. Why would I order two cable clamps without the handlebar clamp attachments, it makes absolutely no sense. When I called Motorcycle Mall they said that these are the two parts I ordered. I told them these are not what I had ordered online from the photographs posted on ebay and that they were missing the two handlebar clamp attachments. They informed me that I was not entitled to a reimbursement and they would give me store credit but, if I wanted I could purchase the two handlebar clamps for $30.00 apiece.

I still returned the two smaller clamps to Motocycle Mall for either a reimbursement or to have the correct order sent to me. I have not heard from them

I consider myself an honest buyer and I would expect the same from the seller. Buyer beware of this company!Desired Settlement: I wish to have Motorcycle Mall credit my account instead of issuing me store credit. I do not wish to do business with them again.

Business

Response:

Our online customer, [redacted], placed an order for two Motion Pro Cable Clamps – not handlebar clamps. Please see attached for a screen grab of the item he ordered – it clearly states this as the items are Motion Pro Swivel Head Cable Clamps. In the description of the product he purchased, it does mention that they will work for handlebar clamps, but does not state that this product is a handlebar clamp. We can understand where the confusion might be, but the online part clearly states what the product is.

Our Parts Manager will call this customer and see if he would like to still purchase the handlebar clips. If so, we’d like to sell him the clips. If he does not, then we will reimburse the customer.

Our store policy is any special orders, there are only in-store credit. The associate that Mr. [redacted] spoke with was just letting him know the store policy. But no matter what, we want to make our customers happy. If this customer is only happy with a refund – after we speak with him – we will handle it that way.

Thank you,

Assistant GM

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.

Regards,

Review: In October 2014 I took my 2001 Suzuki GSXR for repairs. The repairs were not completed until December 2014. I picked up the motorcycle and placed it in storage. In March I realized the mirror had been broken off and when I reviewed the picture taken the day the bike was picked up in December I realized the mirror had been hanging there. I took the motorcycle back to Motorcycle Mall on March 16, 2015 and informed them of the issue. No one was willing to take responsibility. I spoke to the owner's son (**) He stated he would replace the mirrors and check the surveillance to investigate what happened. Shortly after I received a call that the steering column was bent and the fork seals were stripped. These issues were not discussed nor corrected during the 2.5 months they had my motorcycle. Three weeks later they call me to tell me that they ordered the wrong mirrors. On April 18, 2015 I spoke with the owner and they are denying causing any damage to my motorcycle. They stated they would order the mirrors and I still have not been notified of the completion of the repairs of my motorcycle.Desired Settlement: I want my motorcycle repaired back to the condition it was in when I dropped it off in October 2014. I want my motorcycle completed in a timely manner. I do not think I should be invoiced for the damages caused by the service department to my motorcycle.

Business

Response:

To Whom it May Concern,The customer has a 14 year old motorcycle that was involved in a accident prior to it arriving at Motorcycle Mall. The damages to the bike are clear and easy to see from the naked eye. These damages were discussed with the customer and service writer at Motorcycle Mall. The frame of the motorcycle has a dent in it - from a massive force (an accident that occurred) and scrapes, dings and dents. This bike was in this same condition when the customer brought the bike into Motorcycle Mall - we have photos of the bike when it came in.The customer is correct in saying he spoke with the owner and the owner reviewed the cameras for him (regarding the mirror). During the time at our dealership, the mirror was leaned on and did get damaged. Damaged was not told the Service Writer or Manager - and that employee was fired as a result of doing damage to the customer's mirror and not informing our Manager or Service Writer. When the bike came back in, we had an issue getting the right mirror because the customer's 2001 Suzuki does not have 2001 mirrors. The customer has different year (2006 I believe) aftermarket mirrors that we needed to fabricate to fit the motorcycle. There was some ordering of the wrong mirrors as it was never told to our Service Dept. that the mirrors he had on his motorcycle was for a 2006 vs. his 2001 Suzuki. This is the main reason why the customer did not get his motorcycle back in a timely manner.In regards to the motorcycle being damaged in our dealership for the dented frame, steering column and fork seals is crazy as these damages were caused by the accident that the motorcycle was in. The clutch and brake pedals are damaged, the side engine cover is painted black to cover the scratches and other blemishes from the accidents. The bike is missing bolts and screws and other items that came to our dealership like this. There is no way a motorcycle has a dented frame unless it was involved in an accident. There is notes in our system stating that the Service Writer spoke to the customer regarding the bent steering column and fork seals. The customer did not want to get these damages fixed.This customer's motorcycle was fixed with a mirror and the customer paid his bill and took the motorcycle.

Consumer

Response:

I am rejecting this response because:The damages Motorcycle Mall CLAIMS my motorcycle had were not identified the first 2.5 months they had the motorcycle. There was work done to the front and back ends of the bike and the damages that Motorcycle Mall is claiming were not discussed nor offered to be repaired when they initially had the bike then when I take the motorcycle in for the mirror to be repaired these damages are suddenly identified. I did pick up my motorcycle and paid my bill, that I should not have had in the first place because they charged me $770 to check the steering. When the steering was not a problem when I initially dropped the motorcycle off.

Business

Response:

To Whom It May Concern,The customer came into the dealership in late Oct. and had the following items completed:General Service, replace the chain and sprockets, replace the stator, rectifier, bearings and seals, etc. This was a major service that cost $2,311 for parts that needed to be replaced and the labor to complete the job. The customer was called in mid November (11/20/15) to inform him that there were parts that we needed to complete the job that were back ordered. When the parts did arrive, the job was completed and the customer was called on 12/19/14.During this time, the bike was not ridden outside as it was November / December. We completed the service job as per the customer. The bike was never dropped or kicked or involved in any accident. The dent to the frame of the motorcycle does not happen unless there is an accident. The only item that was damaged was a mirror, which was damaged while the Service Employee was moving the bike from our basement (where we store service bikes) to the service work area. Again, this employee was fired for damaging a customer's mirror without telling the service manager, service writer or owner of the dealership.When the customer than brought his motorcycle back in and complained that he wanted us to check the steering because when he is turning, he has to fight it to go straight. When we were asked to check and review his steering as per the customer's complaint - and a different service than the one he completed in Oct. During the investigation of the motorcycle's steering, we noticed that there needed to be new handlebars that were needed to fix the issue. In addition, we replaced the seals and fork oil - which was needed as well for the customer. This was a total different issue and he was charged for the parts and labor to fix the second issue to the customer's bike - which had nothing to do with the first service that was complete. We did give the customer new mirrors and he was not charged for those mirrors. The total price for parts and labor to fix the customer's steering issue was $877. The two services that the customer had were needed and we completed the job as per the services that the customer requested. These damages did not occur in our dealership.