Netherlands Insurance Co

Complaint: [redacted] I am rejecting this response because: This does nothing to address my complaint It is however evidence of this business approach to customer problemsThey need to admit that a decent business would have NEVER kept a customer waiting that long without either : Fixing the motorcycle Admitting that it was beyond their capability and letting me know that they could not fix it Then I could have taken it to someone that could repair it and saved myself a lot of wasted time and headaches Regards, [redacted]

***;Let me begin by emphasizing that Customer Satisfaction is the objective of every person at Napalm MotorSports, from sales to service This is why we offer warranties on everything from motorcycles, to parts, to service With reference to your specific motorcycle, I spoke with the two members of our staff who were involved in your motorcycle, [redacted] (Technician) and [redacted] (Service Advisor) Your motorcycle was delivered to us in non-running condition We advised you the carburetor was fouled and the tank needed to be cleaned, a common issue with dirt bikes due to the environment in which they operate and the fact that they are usually fueled from gas cans, which often have stale or water impregnated gasoline, either of which can foul a carburetor in very short order (immediately) We proceeded with the repairs including removal and disassembly of the carburetor, after which the components are placed in an ultrasonic cleaner, and removal of the tank, flush with an acid based solution, followed by reassembly of the entire motorcycle Jets are inspected after removal from the cleaning vat and replaced if needed Yours cleaned up very well and did not require replacement The motorcycle was returned you after being bench run and test ridden, and was in excellent running condition.Almost months after we handed the motorcycle back to you, [redacted] advises you returned to the shop and requested a refund, still in the warranty period Again, this was months after the motorcycle was delivered to you, during which time we'd had no complaints, but nonetheless, the MC still within the warranty period [redacted] asked you to bring the MC in for warranty followup and you then told him you'd taken it to another shop.The photos which you included show the carburetor is fouled again, as stated above, a condition which can be created in short order with dirty fuel, which I suspect is the issue, however given that we had no opportunity to perform a followup inspection, we cannot say Had the carburetor been in that shape at the time we reassembled the motorcycle, the running issues would have been present at the time we tested the machine, which as you know, was not the case[redacted] reviewed this with you and given that standard warranty procedures were not followed, denied the request The biggest issue is that we were unable to perform any type of followup and without this, unfortunately we cannot offer a refund.If you would like to follow up with me directly, feel free to contact me at the shop, [redacted] .***

This motorcycle was a complete rewire, and due to scope and parts availability issues, there was no deadline set. It was to be worked on in between other projects. When the Customer made us aware he wanted the motorcycle completed, we prioritized the project. Unfortunately, the motorcycle company which manufactured this machine is no longer in business and this exacerbated the parts issues. Nonetheless, we attempted to work around those issues and were within working hours of completion when the Customer insisted on taking the motorcycle “as is.” I have attempted to contact Mr*** several times including phone calls and received no direct reply, offering to complete the work for the remaining hours, an offer which I consider entirely reasonable, but have received no reply***

Complaint: ***
I am rejecting this response because:
First off, it is obvious Napalm does not recall a lot aboutmy specific motorcycle because when I dropped it off at the shop to be workedon, it was in running conditionLet me emphasize that again; my bike was in running condition when Ibrought it to Napalm MotorsportsThey also did not advise me that the tankneeded to be cleanedIf they had done so, I would have been able to tell themthat I changed all of the fluids and drained that gas tank and all other linesmyself the day before bringing the bike to NapalmTo attest to Napalm’shonesty, if my jets had cleaned up nicely and not needed replacing then why wasI charged for new jets (see attached bill)? I also want to reiterate this pointbecause it attests to Napalm’s lack of honesty and communication with thecustomer like I had expressed in my initial letter of complaintIt was statedin Napalm’s response to me that they did not have to replace the jet on my bike,but I have proof from my bill from Napalm Motorsports that they, in fact,charged me for a new jetIf this doesn’t prove Napalm’s lack of knowledgeabout my bike and prove that they are dishonest in their business operations, thenI don’t know what willConsider the following response from Napalm:“The photos which you included show the carburetor is fouled again, as stated above,a condition which can be created in short order with dirty fuel, which Isuspect is the issue, however given that we had no opportunity to perform afollowup inspection, we cannot say Had the carburetor been in that shapeat the time we reassembled the motorcycle, the running issues would have beenpresent at the time we tested the machine, which as you know, was not thecase.”I do happen to know that my motorcyclewas in the same condition when I picked it up from Napalm as it was when Idropped it offI also know that Napalm would have no idea whether my bike wasin running condition or not when I picked it up from themI know this becauseI witnessed the technician attempt to start the bike, but he was unable toHethen gave up and turned the bike over to meI also know that there is no waythey tested the bike after they ‘completed the service work’ because there wasnot enough fuel in the fuel tank to start the bike at allAfter returninghome, immediately after being charged for gasoline at Napalm, I had to add morefuel just to be able to start the bikeI was giving Napalm the benefit of thedoubt when I picked up the bikeI believed that they were the professionalsand they knew how the bike was supposed to behave mechanically, not meThroughriding the bike in the following weeks, the running condition of the bike seemedto improve, but maybe I just imagined (and hoped) it hadIt wasn’t until someonewith a more trained ear than I have heard the bike and determined that itwasn’t running correctlyAnother service person took a look at the bike and immediatelycould identify what the problems with the bike wereSince the problems with mybike at this time were the exact same issues that Napalm stated they fixed (throughbilling me for parts and service that they had not actually done), the work they assured me they had done,this was when the whole dispute process started with Napalm personnel, over a monthagoNapalm originally stated to me that theywere unwilling to provide any sort of warranty work on the bike because I hadtaken it to another mechanic and had a third party assessment of my bikeBeforeI had this done, there was no way of knowing whether or not Napalm was honestin their assurance that work had been completedIt wasn’t until someone elseopened up the carburetor, and voided my warranty, that I could determine thatNapalm Motorsports had acted dishonestly in their business practices and chargedme for service and parts that had not been done or installedI believe thatNapalm Motorsports is in violation of the Texas Deceptive Trade PracticesConsumer Protection Act (DTPA)Napalm Motorsports has been misleading anddeceptive by representing that work or services has been performed on, or partsreplaced in, goods when the work or services were not performed nor the partsreplacedI do not trust Napalm enough to take my bike to them ever again, ashas been offeredWhere would be the guaranty that Napalm would not continue tobe deceptive?In conclusion, I am no happier withNapalm as a business now than I was the day I filed my initial complaintI didnot sign an authorization for work, and there is no evidence that work was completed.Napalm Motorsports has not been able to provide any proof that the service theystated was done on my bike was actually completedI don’t consider a bill listingsaid service and parts to be evidence or proof of work doneAnything can betyped into a computerNapalm did not show me any parts (e.g., jets, dirtyfuel) that had been removed from my bikeThere is no actual proof that Napalmtook any parts off of this bike or put any parts onto this bikeI haveprovided evidence with my complaint, pictures of the condition of my bike afterNapalm had returned it to meAs stated in my original complaint, Ihave discovered since my encounter with this business that they are notoriousfor charging customers for work that was never completedI am veryunhappy with my experience with Napalm Motorsports, both as a service businessand in general interaction with customers after the factI am still requestinga full refund of $247.92.Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
This does nothing to address my complaint.  It is however evidence of this business approach to customer problems. They need to admit that a decent business would have NEVER kept a customer waiting that long without either :1.  Fixing the motorcycle2.  Admitting that it was beyond their capability and  letting me know that they could not fix it.  Then I could have taken it to someone that could repair it and saved myself a lot of wasted time and headaches.
Regards,
[redacted]

Please note, I have Mr [redacted]'s complaint and am looking into the details.  The Technician involved is off today.  I will sit down with [redacted] tomorrow, review these details and respond more completely tomorrow.  I have a cursory knowledge of this motorcycle's history, but not to the...

extent detailed by the Customer.  Ultimately, it would help to speak with both Mr. [redacted] and [redacted] concurrently.[redacted]

[redacted];Let me begin by emphasizing that Customer Satisfaction is the objective of every person at Napalm MotorSports, from sales to service.  This is why we offer warranties on everything from motorcycles, to parts, to service.  With reference to your specific motorcycle, I spoke with the...

two members of our staff who were involved in your motorcycle, [redacted] (Technician) and [redacted] (Service Advisor).  Your motorcycle was delivered to us in non-running condition.  We advised you the carburetor was fouled and the tank needed to be cleaned, a common issue with dirt bikes due to the environment in which they operate and the fact that they are usually fueled from gas cans, which often have stale or water impregnated gasoline, either of which can foul a carburetor in very short order (immediately).  We proceeded with the repairs including removal and disassembly of the carburetor, after which the components are placed in an ultrasonic cleaner, and removal of the tank, flush with an acid based solution, followed by reassembly of the entire motorcycle.  Jets are inspected after removal from the cleaning vat and replaced if needed.  Yours cleaned up very well and did not require replacement.  The motorcycle was returned you after being bench run and test ridden, and was in excellent running condition.Almost 3 months after we handed the motorcycle back to you, [redacted] advises you returned to the shop and requested a refund, still in the warranty period.  Again, this was 3 months after the motorcycle was delivered to you, during which time we'd had no complaints, but nonetheless, the MC still within the warranty period.  [redacted] asked you to bring the MC in for warranty followup and you then told him you'd taken it to another shop.The photos which you included show the carburetor is fouled again, as stated above, a condition which can be created in short order with dirty fuel, which I suspect is the issue, however given that we had no opportunity to perform a followup inspection, we cannot say.  Had the carburetor been in that shape at the time we reassembled the motorcycle, the running issues would have been present at the time we tested the machine, which as you know, was not the case.[redacted] reviewed this with you and given that standard warranty procedures were not followed, denied the request.  The biggest issue is that we were unable to perform any type of followup and without this, unfortunately we cannot offer a refund.If you would like to follow up with me directly, feel free to contact me at the shop, [redacted].[redacted]