Triangle Cycles North

Review: We purchased a brand new Yamaha R6 for my husband about 4 weeks ago, he took it up there for a routine oil change and inspection after hitting 600 miles. After picking the bike up and on the way home that is approximately 40 miles from our house the bike started making a clicking noise and started smoking profusely. (Friday August 2) We immediately pulled over and the bike was covered in oil. We got our truck loaded the bike and took it back to them immediately the next day. They admitted to not putting the oil plug back in correctly and they didn't torque it like it was supposed to be. We could not talk to the owner that day because he was not available at the time. We had to wait until the following week Tuesday August 6th to speak with him and what we could do about the situation. We wanted a new bike to be found considering we just purchased the bike brand new and that's ultimately why we went with a new one because we didn't want it to have any problems instead of purchasing a used. The owner has been very unreasonable and doesn't think we will have a problem with the bike now that they have fixed the problem, but that's not the point, we purchased it so it would be new and have no existing problems now due to them and their mistakes we are supposed to take a bike back that may have engine problems later. The owner says that's why we purchased a warranty, we purchased a warranty to cover any of our faults with the bike not with THEIR faults that their workers can't change the oil correctly. I don't believe our warranty should cover their mistakes. We also have a witness that heard two of the workers saying they wouldn't take the bike back now either.Desired Settlement: We either want all our money back or a new bike same model

Business

Response:

To whom it may concern. I can only respond from the stores point of view and over forty years of motorcycle technical experience. I will be the first to say we made a mistake on torque (tightness) of the drain bolt. However, when they brought the bike back the following day we immediately looked into the problem and repaired the issue. And immediately test the performance of the machine by having a Technician and Service Manager ride the Motorcycle. They voice their concern about future issues with the service Manager and he assured them he felt the bike is fine. I do not have a Crystal ball that predicts the future. However, I can tell with professional certainty that the motorcycle is fine. Why do I say that: 1) They stopped riding the motorcycle as soon as they saw a problem. 2) The excess smoke was not from the motor but from the hot oil dripping on the hot exhaust causing smoke. 3) The motorcycle still had oil in the transmission when they arrived at the dealership. 4) there was a lot of oil in the bed of the truck when they arrive at the dealership. 5) The oil filter on the motor was full of oil which indicates the motor was still pumping oil. With regards to the clicking sound of the motor. I feel that has the oil level dropped the valve train system in the motor normal sound becomes progressively louder. The excess oil in a motor absorbs a lot of the engine sound. Much like a glass of water that is full will not make much sound when you take a fork and tap the side of the glass. But a glass with only 40% of water will make more noise or with no water will be much louder. I also spoke to Mr. [redacted] that when you first start a motor you will hear a lot of noise until you get complete circulation of the excessive oil. Diesel engine and v twin motorcycle engines are real noticeable when you first crank them for this reason. The sounds that they is something you don't want to hear but I think that is the reason they heard the sound. I feel the motor components was still lubricated properly. If they had continued to ride the motorcycle for a 100 miles then we would have a different opinion. But I know of may engine that have run low on oil or out of oil for various reason and after repairing the issue and filling with oil they performed perfectly. Due to the fact that Mr. [redacted] saw the issue and stop quickly I feel his Engine is fine. It is true they could not speak to ownership at the time of incident. I was attending the Amateur National Motocross Championships in [redacted] has a Trackside Support Personnel for Yamaha Motor Company and we were in an area with poor cell phone service. However, once I returned and review the issue with our service manager I spoke with Mr. [redacted] about the issue. At first he wanted a new motorcycle, I explained that I felt the motorcycle was fine and that I felt that no harm was done to the engine. For many of the reasons that I have already mentioned plus that vehicle is design for racing and will perform in many different lean angles. And even though he loss oil it still had a lot oil in the motor and in different compartments within the engine. I felt sure that sense he had shut off the engine in a timely manner it was ok. I offered to test ride the bike myself and I would get back with him. The following day I rode the motorcycle for approximately 50 miles and found the vehicle to performance perfectly. Mr. [redacted] voice a concern about the rear tire and rear brakes getting oil on them and there future performance. So due to that safety concern the dealership replaced the rear tire and put new brake pads and made sure to clean the bike and all components to the best of our ability. In our last face to face meeting with Mr. [redacted] I offered to do a bike and engine inspection after he put 200 miles or so on the bike and assured him we would be here to help if there is any issues related to this incident. Again I can not predict the future but I feel in my professional judgment that the vehicle is normal in all regards. I will also mention that I refunded him the cost of the first service and gave him the estimated cost for his next service has a credit on his credit card as a sign of goodwill for having this issue happen and to show our concern for him having to take time out of his life to deal with this issue. In closing I would like to say we have several highly qualifier Technicians working with us in our Danville Dealership and we strive for 100% customer satisfaction and doing our work to the very best of our ability. No one wins when a mistake is made and it was not our intention too make this mistake. We are sorry and have and continue to apologies' for this incident. As a business owner I do not want to have to write letters like this or deal with customer with an issue like this. And thankful we have not had to in the past. We will continue to do the best we can for our customers and hope in time we will fine this is only a minor issue. Sincerely, Rusty Reynolds Triangle Cycles ###-###-####