Scooterz NC

No warranty is honored. They claim you need to change the oil of your scooter only with them for warranty to be valid. We did so yet no warranty.They do not honor warranties they claim to offer. The owner is making outrageous claims that you need to change the oil of your scooter only with him otherwise the warranty of your scooter is not valid. This is contrary to any warranty terms with any company. There is no car or scooter company in this world that will obligate you to change the oil with a specific outlet to have a valid warranty. This is illegal and makes no sense and the owner invalidated our warranty on this basis. He charged us fully for the completely destroyed engine of our scooter and made claims that the [redacted] company did not warranty our 9 month old scooter. Despite the fact that the scooter was returned to Scooterz NC for the initial service and the first few oil changes. The details of our purchase are: [redacted] , [redacted] Vin. [redacted]XXXXXXXPurchased 15 April 2013Engine broke down completely February 2014 Producer code XXXXXMember no XXXXXXOwners Name [redacted] Desired SettlementA full refund of the repair price is requested so as the warranty is fully honored. Business Response [redacted] Warranty policy is as follows, [redacted] LLC End User Warranty Policy We at a [redacted] LLC believe that a quality product with a strong warranty is what are customers are looking for. To ensure complete customer satisfaction, [redacted] LLC is pleased to offer the following product warranty for "On Road" units. Warranty begins on the day of delivery to the end user. [redacted] LLC provides a two (2) year limited warranty. The battery and frame are covered for a period of two (2) years. All other components not mentioned below in the "limitations of liability" are covered for a period of one (1) year. There is no limitation of mileage attached to this warranty. This warranty remains active provided that the following conditions are met: An authorized [redacted] dealership performs the initial vehicle setup and submits a completed pre-delivery checklist along with a completed warranty registration within fifteen (15) days of the sale of the unit. An authorized [redacted] dealership performs the initial five hundred (500) mile service. All warranty work is completed by authorized [redacted] dealerships. All requests for warranty work are directed to [redacted] LLC from the dealer prior to beginning the repair. End user follows the maintenance schedule provided in the owner's manual and has all maintenance documented by an authorized [redacted] dealership. Oil changes are to be completed at a minimum of every six (6) months or fifteen hundred (1,500) miles, whichever comes first. The following limitations of liability exist: The warranty is non-transferrable after the initial unit's sale. It does not include minor surface rips, tears, scrapes, blemishes, or other cosmetic damages due to normal use or other damage, whether intentional or unintentional. The warranty will also not cover damage due to the use of improper chemicals or cleaners that have been applied to the unit. Any misdiagnosis of the problem leading to improper repair will not be covered under the warranty. Unapproved modifications to the unit will void the warranty. Reimbursement will never be granted for towing, loss of time, loss of use, inconvenience, or damages that are consequential or inconsequential. The warranty only covers manufacturer defects. Any damage due to misuse or neglect or failure to maintain the product will not be covered by the warranty. Standard wearable parts are not covered under the warranty, including belts, tires, brake pads, spark plugs, fluids, bulbs, body panels, and other expendable parts. The warranty will not apply to units used for rental purposes. Transportation damage will not be covered under the warranty. Any transportation damage must be noted on the delivery slip when signing for the delivery or the carrier will not cover damage that occurred during transit. All maintenance expenses are the responsibility of the end user. No coverage will be provided due to tornado, earthquake, flood, fire, or any other "acts of God". [redacted] may alter this document with or without notice at any time. Any engine damage due to misuse of the product, lack of maintenance, over revving, and/or improper usage on highways and long trips, will not be covered under warranty. Determination of misuse to be made by dealer or distributor. End of Warranty. Mr. [redacted] came in for the initial Break in Service at 480 miles, his second service at 1,321 miles and the third and final time he came in for a regular service was at 2,085. When the bike came in with the motor damage, the oil was so low that it did not reach the dipstick. At this time the customer had called the roadside assistance number that came with his scooter and had had it towed to our location. The Mileage at this time was 6,176. As stated in the manufactures warranty policy regular maintenance must be performed every six months or 1,500 miles, whichever comes first. The customer went a distance of 4,091 miles without bringing the scooter in for maintenance. When called and given the diagnosis of a blown motor the customer was given the option to provide proof of service with another authorized service center and could not, stating that he had performed maintenance himself. Which clearly violates the terms of his warranty agreement. In an effort to work with our customer we offered to him the new motor at cost...Which was $325.00 including shipping, retail this motor is $600, and the labor at a reduced cost of 4hrs x $65 an hour for a total cost with shop supplies and tax of $624 the typical cost of a job such as this would be between $1,000 to $1,200 dollars. This reduced cost estimate was presented to the customer and he gave the ok to make the repair. Mr [redacted] then called and e-mailed us in an attempt to get us to do the job for $500 to which I explained I'm already not making any money on the parts and very little on labor and didn't feel that my offer was appreciated in any way. The original warranty had no labor and yet I still reduced the labor amount to help my customer through a bad experience. Furthermore [redacted] explained to me that if the customer gets the rest of his maintenance done by an authorized [redacted] dealer (we are the only dealer within a 100 miles) then they would still honor his parts warranty for the remainder of his warranty period of one year. I feel this deal was a very generous deal on [redacted] part and even more so by Scooterz NC considering that both [redacted] and Scooterz NC did not have to honor any of it after the customer had broken policy.Consumer Response The above response from ScooterZ NC outlines the details of the "controversial" warranty [redacted] offers. It is of the outmost significance to note here that during and after purchasing the Scooter from ScooterZ NC these details were never offered to us either verbally or in writing. These controversial and outrageous terms of warranty coverage were never disclosed to the customer before purchasing or even in writing after purchasing. The scooter was serviced by ScooterZ NC as stated but then it became prohibitively expensive to go there all the time and as such we changed the oil ourselves. ScooterZ NC charge an outrageous amount for their services. Every time you go there they change the oil but then they add items that need attention over the top, bringing the prices to in excess of 200$ per visit for every 1000 miles. If you do not comply with their requests then they invoke the "invalidation of warranty clause" and this is what is happening again and again. Is this legitimate? This type of outrageous claims and arrangements need to stop since the public deserves better . There is no motor company in this world that dictates the oil changes be done by one specific outlet (ScooterZ NC in this case, and no one else since there is noone in the vicinity of 100 miles.....How convenient for ScooterZ NC). And the owner always claims that if you don't do the additional tuning over and above the oil changes then your warranty will be invalid. Despite having gone the them three times initially at great expense ....eventually our warranty was invalidated. On the basis of the above : 1. No offer of a verbal or written description of the warranty terms, but only now during this dispute in their response.2. The illegal nature of the claims made by the owner as to the need to make the oil changes at his shop only. 3. Luck of any paperwork from [redacted] invalidating our warranty , just the words of the owner only 4. The limited amount of time we owned the scooter ( 9 months ) We remain convinced that no evidence as to the legitimacy of the claims made by ScooterZ NC have been made and as such we still require full reimbursement for the repair since the terms of the warranty are of dubious origin , illegal and never disclosed in writing to the customers prior to purchase. In case this is not settled then , at a minimum ,the public needs to know of these details with this recorded dispute. Final Business Response There is nothing controversial about the warranty that [redacted] offers. All customers that purchase a [redacted] scooter receive a copy of their Warranty as well as their roadside assistance information. Part of the sales paperwork is a pre- delivery checklist, which includes the following Statement, (Please complete the information below once you have received your new vehicle training. The dealership should answer any questions you may have about laws, operation, maintenance, etc. By signing below you are verifying that you have received the owner's manual, end user warranty policy, vehicle training and understand how to operate and maintain the scooter as well as the risks involved with driving a scooter. You also have inspected the scooter as specified above and have found no issues or defects.) Mr. [redacted] signed and dated this check list on his date of purchase. The Warranty information is also available online on [redacted] website. A Parts only warranty is what [redacted] offers on their units. The only thing controversial here are the claims being made by the consumer. The Initial Break in service is clearly outlined in the owner's manual as follows; New Vehicle Maintenance Procedure (500 mile Service) 1. Drain and refill oil. Inspect and clean the oil filter screen. 2. Drain and refill transmission fluid 3. Check the travel of the front and rear brakes as well as the throttle grip. Adjust them if necessary. 4. Inspect all hardware and tighten if necessary. 5. Inspect electrical controls. Verify all switches are working. 6. Adjust the valve clearance: set the intake valve to 0.003 inches and the exhaust valve to 0.003 inches. **NOTE** Valve clearance can only be checked and adjusted with the engine cold. 7. Check turn signal lights, headlight, taillight, and running lights. The Following Statement is in Bold Lettering ( Failure to perform the oil change and valve adjustment during the first 500 miles will void the warranty! It is important to have this work done at an authorized [redacted] service center!) As stated previously Mr. [redacted] came in for the initial service at 480miles. He had the service done as well as a valve adjustment which is normally $99.00. For our customers however, we give a discount when coupled with a service of $65.00. Mr [redacted] got it for $50.00. His bill came to $198.00 after he purchased a luggage box and wanted it installed which we installed for free (another saving of $32.50). On his second visit at 1321miles he had a service done and we had replaced his voltage regulator because of a sputtering issue. The parts were covered under warranty but he was responsible for paying the service and labor costs for the repair. The service is $78.97 and the labor for the repair was $65.00 (which is the middle of the road for labor costs in the area). The customer was only charged for the service and was not charged the $65.00 for the repair. On the third visit at 2085 miles there was a problem with the headlight assembly in which again the labor is not covered but the parts are under warranty. The customer just had us change the oil and not perform an entire service. The labor to fix the headlight assembly and the oil change came to $116.29. Our records indicate that the customer took his bike and and no monies were charged at this time. A value of $116.29 . This was the last time we saw this unit until it came back 4000 miles later! On the initial sale, Mr [redacted] received a discount of $93.50 after negotiating a lower price with us. In all Mr [redacted] got discounts totaling $357.29 . Furthermore, after not reading his warranty manual apparently, the customer decided to do his own maintenance which voided his warranty and yet still we gave him the new motor at cost and a reduced labor rate to install to ease his pain. This apparently was not enough for him as he e-mailed us and called to ask for more money off. He wanted the job done for $500.00 which we stated we are not making any money on this the motor install already. (Other places in town sell the motor alone for $1000.00 then labor costs ranging from $500.00 to $800.00). We charged only $293.00 for labor giving a discount of around $300.00. This brings his total discounts to around $957.29. Does that sound like a company not willing to help their customers? This the first complaint in close to 3 years since we took ownership of the business as we strive to give people the greatest shopping experience when shopping for a scooter. If you or the customer would like to see a copy of the customer signed paperwork, we would be happy to oblige. It is our opinion that the customer is just trying to be hard to work with as we have bent over backwards for him and have given him or made available all paperwork and went outside the bounds of his warranty to help. This entire issue is very unfortunate and we hope to resolve this as the customer still retained the rest of his warranty as long as he gets serviced by an authorized [redacted] dealership. If the customer does not want to come to us then he can go online or call us to find the next closest [redacted] Dealership. In closing we feel that we have made every effort to help this customer along the way and that there is real y nothing further that can be done to resolve this issue any more fairly. If the consumer would like paperwork from [redacted] stating that they voided their warranty, that can be provided to them. The claim that [redacted] warranty is illegal is outrageous.

Scooterz NC has my TGB scooter for repair. Their shop is closed and empty. They won't return any of my phone calls.I can't get my scooter back!I dropped my scooter off for repair in June. The customer rep told me they had to order a part. I called continuously and they told me the part was getting ready to ship. I called again in early August and the shop was closed and their voicemail full. I left continuous messages on their service line and no one has returned my calls. I drove over to the store to find it empty! I need my scooter returned!Desired SettlementI want my scooter returned to me.Business Response /[redacted]/This customer was made aware that ther would possibly be a long wait for the part needed. He was also made aware that we would be relocating. In the relocation process there was a delay in the phone transfer making it impossible for us to answer phones. We have contacted the customer and completed the work. The customer now has his bike back