Simons Competition

July 1, 2014Dear [redacted] :This letter is regarding ** [redacted] , [redacted] , PA ***, repair issues on the [redacted] ***.The customer called the business for service appointment in July of He stated that his motorcycle would not start and the clutch lever felt like it was disconnectedHe said he believed it would not start because the clutch cable was misadjustedAt the customers request, the service manager made arrangements for the motorcycle to be picked up at the customers home and transported to the shop for serviceUpon arrival the it was noted that the motorcycle was not garage kept and displayed signs of weather corrosionThe nostart condition and the customers reference to the clutch being misadjusted was diagnosedThe service manager contacted the customer by telephone and informed of the results of the diagnosis which revealed two issues.Number one, the nostart condition, why the bikes starter would not engage, is due to a faulty micro-switch in the clutch lever assembly which prevented the starter from engaging.Number two, the sensation that the clutch lever was disconnected andor misadjusted was in fact not the cable but is due to mechanical problems within the engine case itself.The customer told the service manager to fix whatever it neededThe service manager instructed the technician to replace the micro-switch and disassemble the engine cases to determine the exact issue with the clutchupon disassembly of the right side engine case the technician discovered the clutch hub splines were razor sharp from excessive wearThe splines were dressed to provide for smooth clutch operation once all of the repairs are completeThe technician then disassembled the left side engine case and discovered the clutch pressure plate actuator assembly had come apart resulting in the Sensation of the cabie being disconnected or perhaps to a layman, a misadjusted cableThe technician cleaned, inspected and then reassembled the clutch lever assemblyThe clutch cable was inspected, adjusted to manufacturers specificationsThe motorcycle now cranked over but it would not fireThe technician checked the fuel system and discovered the tank along with the carburetors were contaminated with very stale fuelThe technician drained and flushed the fuel tank then disassembled and cleaned the carburetorsHe also noticed a rotted fuel line and replaced the line as wellWith fresh fuel and a clean fuel system the motorcycle started and ran wellThe service manager now contacted the customer, started at the beginning and explained each repair in detailThe customer seamed happy at this point and asked the service manager to perform addition services, specifically, to lubricate and adjust the drive chain and to change the oil and filterThe service manager agreed and performed the additional services requested by the customerThe customer was contacted by telephone, informed that the service was completed and the motorcycle was ready for pick-upThe customer requested the motorcycle be delivered to his place of employmentThe service manager agreed and sent the driver out with the motorcycle in August of The customer inspected the motorcycle with the driver present and noticed the windscreen and left side mirror were missingThe driver called the service manager and was instructed to return with the motorcycle so the issues of the missing components could be addressedThe service manager inspected the motorcycle, the windscreen and left side mirror were indeed missingUnfortunately due to a change in employees, the technician who performed the work on the motorcycle was no longer employed there and the missing parts were not able to be locatedThe service manager contacted the customer and informed him the parts were not able to be located in the shop but he would contact a Suzuki dealer to obtain new parts and install them at no further cost to the customerUnfortunately new parts for a [redacted] were no longer available from the manufacturer so the service manager contacted salvage yards for the availability of used partsThe customer was contacted and advised of the difficulty we were having in locating parts, the customer seemed understanding by commenting he couldnt pithe bike anyway and had no place to put itThe bike was stored for the customer over the winter inside the building at no charge while the search for parts continuedFortunately, while moving some equipment in the shop, the customers original parts were discovered in an obscure area where the previous employee must have placed themThe windscreen and left side mirror were installed on the motorcycle and the customer was contacted in March of As the customer requested, the motorcycle was again delivered to his place of employmentUpon delivery the customer stated that he did not want to pay for any of the repairs on the motorcycle stating that he was dissatisfied with the clutch cable appearance at the lever assembly as he felt there were too many threads visible at the leverThe driver called the service manager and told him what the customer statedThe service manager instructed the driver to leave the motorcycle with the customer without paying and then talked to the customer himselfThe service manager asked the customer if there was a day he could come to the shop to straighten out any of the issues he has with the motorcycleThe customer said the next Saturday would be a good day and he would come to the shop with the motorcycle to resolve his issuesThe service manager believed him and expected him on Saturday but the customer never showed upThe service manager called the customer on Monday or Tuesday and asked why he did not come by the shop on SaturdayThe customer apologized for not coming to the shop and said personal issues prevented him from coming and said he would come to the shop the next SaturdayThe service manager agreed to the next Saturday but the customer did not show on that day eitherThe following Monday or Tuesday the service manager called the customer againThe customer told the service manager he was bust at work, had to work overtime and could not get there but agreed to come to the shop the following SaturdayNeedless to say he did not show up that Saturday eitherFrom then on the customer was very difficult to reach by phone , finally after many calls to his residence and place of employment he got in contact with the customerThe customer now stated for the first time that he feels he should not have to pay for any of the repairs because he did not get a new clutch cable(Not only was a new clutch cable never requested by the customer, replacing a cable in perfect working order was unnecessary.) Also at this time the customer accused the business of storing his motorcycle outside causing weather damageThe customer was informed that at no time are any customer motorcycles stored outside, it is company policy is that all motorcycles are kept inside as was hisThe discussion between the service manager and the customer went on for a bit, including a new accusation that his gas cap and key had been brokenIf these were truly at issue they would have been taken care of when the customer came to the shopThe service manager asked him again nicely to please come by the shop so they could straighten out any and all of his issues with the motorcycleThe customer did not refuse to come by the shop but he would not agree to a date, never came to the shop and never paid the bill.Simons Competition has an excellent reputation for performing the highest quality work and we do not at anytime expose a motorcycle to the elementsTo me, this is clearly a case where a customer does not want to pay for the repairs he authorizedIn an attempt to resolve this issue, I am willing to reduce the customers bill by as a good faith offering for timelost due to misplaced parts

July 1, 2014Dear [redacted]:This letter is regarding **. [redacted], PA [redacted], repair issues on the 1999 [redacted].The customer called the business for service appointment in July of 2013. He stated that his motorcycle would not start and the...

clutch lever felt like it was disconnected. He said he believed it would not start because the clutch cable was misadjusted. At the customers request, the service manager made arrangements for the motorcycle to be picked up at the customers home and transported to the shop for service. Upon arrival the it was noted that the motorcycle was not garage kept and displayed signs of weather corrosion. The nostart condition and the customers reference to the clutch being misadjusted was diagnosed. The service manager contacted the customer by telephone and informed of the results of the diagnosis which revealed two issues.Number one, the nostart condition, why the bikes starter would not engage, is due to a faulty micro-switch in the clutch lever assembly which prevented the starter from engaging.Number two, the sensation that the clutch lever was disconnected andor misadjusted was in fact not the cable but is due to mechanical problems within the engine case itself.The customer told the service manager to fix whatever it needed. The service manager instructed the technician to replace the micro-switch and disassemble the engine cases to determine the exact issue with the clutch. upon disassembly of the right side engine case the technician discovered the clutch hub splines were razor sharp from excessive wear. The splines were dressed to provide for smooth clutch operation once all of the repairs are complete. The technician then disassembled the left side engine case and discovered the clutch pressure plate actuator assembly had come apart resulting in the Sensation of the cabie being disconnected or perhaps to a layman, a misadjusted cable. The technician cleaned, inspected and then reassembled the clutch lever assembly. The clutch cable was inspected, adjusted to manufacturers specifications. The motorcycle now cranked over but it would not fire. The technician checked the fuel system and discovered the tank along with the carburetors were contaminated with very stale fuel. The technician drained and flushed the fuel tank then disassembled and cleaned the carburetors. He also noticed a rotted fuel line and replaced the line as well. With fresh fuel and a clean fuel system the motorcycle started and ran well. The service manager now contacted the customer, started at the beginning and explained each repair in detail. The customer seamed happy at this point and asked the service manager to perform addition services, specifically, to lubricate and adjust the drive chain and to change the oil and filter. The service manager agreed and performed the additional services requested by the customer. The customer was contacted by telephone, informed that the service was completed and the motorcycle was ready for pick-up. The customer requested the motorcycle be delivered to his place of employment. The service manager agreed and sent the driver out with the motorcycle in August of 2013. The customer inspected the motorcycle with the driver present and noticed the windscreen and left side mirror were missing. The driver called the service manager and was instructed to return with the motorcycle so the issues of the missing components could be addressed. The service manager inspected the motorcycle, the windscreen and left side mirror were indeed missing. Unfortunately due to a change in employees, the technician who performed the work on the motorcycle was no longer employed there and the missing parts were not able to be located. The service manager contacted the customer and informed him the parts were not able to be located in the shop but he would contact a Suzuki dealer to obtain new parts and install them at no further cost to the customer. Unfortunately new parts for a 1999 [redacted] were no longer available from the manufacturer so the service manager contacted salvage yards for the availability of used parts. The customer was contacted and advised of the difficulty we were having in locating parts, the customer seemed understanding by commenting he couldnt pick-up the bike anyway and had no place to put it. The bike was stored for the customer over the winter inside the building at no charge while the search for parts continued. Fortunately, while moving some equipment in the shop, the customers original parts were discovered in an obscure area where the previous employee must have placed them. The windscreen and left side mirror were installed on the motorcycle and the customer was contacted in March of 2014. As the customer requested, the motorcycle was again delivered to his place of employment. Upon delivery the customer stated that he did not want to pay for any of the repairs on the motorcycle stating that he was dissatisfied with the clutch cable appearance at the lever assembly as he felt there were too many threads visible at the lever. The driver called the service manager and told him what the customer stated. The service manager instructed the driver to leave the motorcycle with the customer without paying and then talked to the customer himself. The service manager asked the customer if there was a day he could come to the shop to straighten out any of the issues he has with the motorcycle. The customer said the next Saturday would be a good day and he would come to the shop with the motorcycle to resolve his issues. The service manager believed him and expected him on Saturday but the customer never showed up. The service manager called the customer on Monday or Tuesday and asked why he did not come by the shop on Saturday. The customer apologized for not coming to the shop and said personal issues prevented him from coming and said he would come to the shop the next Saturday. The service manager agreed to the next Saturday but the customer did not show on that day either. The following Monday or Tuesday the service manager called the customer again. The customer told the service manager he was bust at work, had to work overtime and could not get there but agreed to come to the shop the following Saturday. Needless to say he did not show up that Saturday either. From then on the customer was very difficult to reach by phone , finally after many calls to his residence and place of employment he got in contact with the customer. The customer now stated for the first time that he feels he should not have to pay for any of the repairs because he did not get a new clutch cable. (Not only was a new clutch cable never requested by the customer, replacing a cable in perfect working order was unnecessary.) Also at this time the customer accused the business of storing his motorcycle outside causing weather damage. The customer was informed that at no time are any customer motorcycles stored outside, it is company policy is that all motorcycles are kept inside as was his. The discussion between the service manager and the customer went on for a bit, including a new accusation that his gas cap and key had been broken. If these were truly at issue they would have been taken care of when the customer came to the shop. The service manager asked him again nicely to please come by the shop so they could straighten out any and all of his issues with the motorcycle. The customer did not refuse to come by the shop but he would not agree to a date, never came to the shop and never paid the bill.Simons Competition has an excellent reputation for performing the highest quality work and we do not at anytime expose a motorcycle to the elements. To me, this is clearly a case where a customer does not want to pay for the repairs he authorized. In an attempt to resolve this issue, I am willing to reduce the customers bill by 150.00 as a good faith offering for timelost due to misplaced parts.

Review: I put my bike in the shop for a clutch cable to be replaced And a oil and filter change. The shop had my bike for two weeks. When I called them. They told me my bike had electrical problems. That it wouldn't start. They also said my carburetors were bad. I told them the bike wont start with the bad cable. The clutch has to disengage to start. I also told them the carbs were just redone. So they had the bike about 7 more months before They said it was done. I do not know why it took so long. They delivered the bike to me. As soon as I saw it. I said to them that it was missing the mirrors and the wind shield. It was missing covers off of it. The plastic covers that were on the bike were missing the screws to hold them on. It had like two screws out of 10. I told them that I was not taking the bike back like that. They took the bike back to the shop. I didn't hear from them for another 3-4 months.I finally get the bike back and the missing parts are on it. But the cable was never replaced. The oil and filter were never changed and to make it worse. There are now parts on the bike that are broke.The hardware on the bike is a mix match of wrong bolts. The frame has rust all over it. Which it never had. The bike was garage kept. I have a list of things that are broke and wrong with the bike. The bill said 5.2 labor hours for $585.oo They had the bike a year and didn't fix what they should have. They gave me the bike back in worst shape then they got it. Now I have to spend a lot more money the 585.00 to fix all that;s wrong with it. Not only am I not paying the bill. They owe me money to get the bike back to the condition it was in when I gave it to them. I don't know what else to do but to report them to the Revdex.com. Thanks for your time. I have photos of all the things broke and wrong with the bike.If they are needed.Desired Settlement: They need to pay me the cost to have the bike fixed and returned to the condition it was in before I gave it to them.( Fixed at another bike shop) They need to throw away the bill they want me to pay. I am not letting them touch my bike again so there is no option of them getting the bike back to fix the problems.

Business

Response:

July 1, 2014Dear [redacted]:This letter is regarding **. [redacted], PA [redacted], repair issues on the 1999 [redacted].The customer called the business for service appointment in July of 2013. He stated that his motorcycle would not start and the clutch lever felt like it was disconnected. He said he believed it would not start because the clutch cable was misadjusted. At the customers request, the service manager made arrangements for the motorcycle to be picked up at the customers home and transported to the shop for service. Upon arrival the it was noted that the motorcycle was not garage kept and displayed signs of weather corrosion. The nostart condition and the customers reference to the clutch being misadjusted was diagnosed. The service manager contacted the customer by telephone and informed of the results of the diagnosis which revealed two issues.Number one, the nostart condition, why the bikes starter would not engage, is due to a faulty micro-switch in the clutch lever assembly which prevented the starter from engaging.Number two, the sensation that the clutch lever was disconnected andor misadjusted was in fact not the cable but is due to mechanical problems within the engine case itself.The customer told the service manager to fix whatever it needed. The service manager instructed the technician to replace the micro-switch and disassemble the engine cases to determine the exact issue with the clutch. upon disassembly of the right side engine case the technician discovered the clutch hub splines were razor sharp from excessive wear. The splines were dressed to provide for smooth clutch operation once all of the repairs are complete. The technician then disassembled the left side engine case and discovered the clutch pressure plate actuator assembly had come apart resulting in the Sensation of the cabie being disconnected or perhaps to a layman, a misadjusted cable. The technician cleaned, inspected and then reassembled the clutch lever assembly. The clutch cable was inspected, adjusted to manufacturers specifications. The motorcycle now cranked over but it would not fire. The technician checked the fuel system and discovered the tank along with the carburetors were contaminated with very stale fuel. The technician drained and flushed the fuel tank then disassembled and cleaned the carburetors. He also noticed a rotted fuel line and replaced the line as well. With fresh fuel and a clean fuel system the motorcycle started and ran well. The service manager now contacted the customer, started at the beginning and explained each repair in detail. The customer seamed happy at this point and asked the service manager to perform addition services, specifically, to lubricate and adjust the drive chain and to change the oil and filter. The service manager agreed and performed the additional services requested by the customer. The customer was contacted by telephone, informed that the service was completed and the motorcycle was ready for pick-up. The customer requested the motorcycle be delivered to his place of employment. The service manager agreed and sent the driver out with the motorcycle in August of 2013. The customer inspected the motorcycle with the driver present and noticed the windscreen and left side mirror were missing. The driver called the service manager and was instructed to return with the motorcycle so the issues of the missing components could be addressed. The service manager inspected the motorcycle, the windscreen and left side mirror were indeed missing. Unfortunately due to a change in employees, the technician who performed the work on the motorcycle was no longer employed there and the missing parts were not able to be located. The service manager contacted the customer and informed him the parts were not able to be located in the shop but he would contact a Suzuki dealer to obtain new parts and install them at no further cost to the customer. Unfortunately new parts for a 1999 [redacted] were no longer available from the manufacturer so the service manager contacted salvage yards for the availability of used parts. The customer was contacted and advised of the difficulty we were having in locating parts, the customer seemed understanding by commenting he couldnt pick-up the bike anyway and had no place to put it. The bike was stored for the customer over the winter inside the building at no charge while the search for parts continued. Fortunately, while moving some equipment in the shop, the customers original parts were discovered in an obscure area where the previous employee must have placed them. The windscreen and left side mirror were installed on the motorcycle and the customer was contacted in March of 2014. As the customer requested, the motorcycle was again delivered to his place of employment. Upon delivery the customer stated that he did not want to pay for any of the repairs on the motorcycle stating that he was dissatisfied with the clutch cable appearance at the lever assembly as he felt there were too many threads visible at the lever. The driver called the service manager and told him what the customer stated. The service manager instructed the driver to leave the motorcycle with the customer without paying and then talked to the customer himself. The service manager asked the customer if there was a day he could come to the shop to straighten out any of the issues he has with the motorcycle. The customer said the next Saturday would be a good day and he would come to the shop with the motorcycle to resolve his issues. The service manager believed him and expected him on Saturday but the customer never showed up. The service manager called the customer on Monday or Tuesday and asked why he did not come by the shop on Saturday. The customer apologized for not coming to the shop and said personal issues prevented him from coming and said he would come to the shop the next Saturday. The service manager agreed to the next Saturday but the customer did not show on that day either. The following Monday or Tuesday the service manager called the customer again. The customer told the service manager he was bust at work, had to work overtime and could not get there but agreed to come to the shop the following Saturday. Needless to say he did not show up that Saturday either. From then on the customer was very difficult to reach by phone , finally after many calls to his residence and place of employment he got in contact with the customer. The customer now stated for the first time that he feels he should not have to pay for any of the repairs because he did not get a new clutch cable. (Not only was a new clutch cable never requested by the customer, replacing a cable in perfect working order was unnecessary.) Also at this time the customer accused the business of storing his motorcycle outside causing weather damage. The customer was informed that at no time are any customer motorcycles stored outside, it is company policy is that all motorcycles are kept inside as was his. The discussion between the service manager and the customer went on for a bit, including a new accusation that his gas cap and key had been broken. If these were truly at issue they would have been taken care of when the customer came to the shop. The service manager asked him again nicely to please come by the shop so they could straighten out any and all of his issues with the motorcycle. The customer did not refuse to come by the shop but he would not agree to a date, never came to the shop and never paid the bill.Simons Competition has an excellent reputation for performing the highest quality work and we do not at anytime expose a motorcycle to the elements. To me, this is clearly a case where a customer does not want to pay for the repairs he authorized. In an attempt to resolve this issue, I am willing to reduce the customers bill by 150.00 as a good faith offering for timelost due to misplaced parts.