Voodoo Bikeworks

Revdex.com Response To Complaint: [redacted] RE: [redacted] came into our shop originally in June speaking with Kody about customizing his Street GlideKody had asked when [redacted] was finally ready to drop off the bike that he wait until after we had returned from our show in Sturgis in early AugustThis was because Kody needed be present to do a final review of the build agreement and his recommendations for the budget [redacted] was working withThis budget and the wish list [redacted] had was the beginning of the problem with this build While Kody was out of town [redacted] brought the bike in, which he was specifically asked to wait, and spoke with our office secretary and technician in the shopThey provided a rough estimate of his invoiceNeither of these employees had the authorization for a final bidThere was ZERO labor included on this initial bid that [redacted] receivedWe did not give him a bait and switch deal on the services and this was not a final bidIn this industry, similar to automotive, you get a rough estimate and it may change as we get into the build and we find other mechanical issues with the bikeThat will affect any labor charges, which as you will see were cut off of the final bill he received and we lost money on this build to try to make [redacted] happyFirst, [redacted] wanted a neck rake kit on his bike, which entails making other changes to the bike to make it ride correctly One of these recommendations Kody made was to install a “short neck outer fairing” which is designed to accommodate larger front wheels and a raked neck This is because the clearance changes between the wheel/fender and the fairingThe stock outer fairing is not designed for this fitment and can cause problems with the operation of the bike [redacted] declined to replace the outer fairing because it would take money from his budget, and he wanted to make other changes to his bike such as paint, new chrome wheel, handlebars, etc At this point Kody can only suggest these things and the customer declined and has had issues after the factKody DID suggest the bump stops after [redacted] declined the correct fairing but [redacted] was worried about it affecting the way the bike would ride So bump stops were also not installed although the raked neck kit was [redacted] also added a 26” wheel with the rake kit which will change the way the motorcycle performs and takes some getting used to ridingWhich again, this falls on the customer’s responsibility and liability He previously had a 21” wheelOn his original quote that was around $7432, (which included no labor charges) there are at least entries that state “NEED PRICING”These line items alone totaled $(air tank and review of audio connectors)That is not bait and switch, this is [redacted] not reading his invoiceHe also needed a Dyno Tune, which he approved, that was not listed on the bill, that was another $ Personally, if I had an invoice given to me that had this “NEED PRICING” stated, I would assume this was not a final price or a complete final billThe hydraulic clutch that [redacted] wanted to upgrade had a cost of $1000, with a charge of $to installThe installation was not included in the original quote [redacted] wanted new handle bars which cost $plus $for the lines and fittingsThe lines and fittings were not on the original invoice, as well as the installation which was $ This brought his total bill to $9727.95, which he disputed upon pick up of his bikeThere were no charges for work he did not approveWe ended up discounting his bill $728, which was all basically labor, to make him and his wife happyI could not discount anything further because the charges were for parts on his bike, which we will not pay forWe are a business and need to be profitable, which in this situation we lost money but tried to make [redacted] happy The total difference between what he paid, (around $9000) and his first invoice, ($7432) is roughly $Around $is explained by the two charges that were labeled NEED PRICING and the Dyno Tune which is required and he approved, the rest is about hours of labor charge for this total build which is a steal because of all the work that was completed on this bike was well over hours at a labor rate of $100/hrThe next issue we want to address is the hydraulic conversion clutch and installation that [redacted] is talking about that involves Trask [redacted] bought a Trask hydraulic conversion clutch from us which does not come factory on his year of bikeKody recommended installing a FULL clutch which would include the other half of it, clutch plates and basket, which again was declined by ***The other problem with this bike is that is has not been maintained AT ALLWe found broken motor mounts, which are a huge problem, that once again [redacted] declined getting fixedWe spoke with Trask about ***’s claim that we installed their part incorrectly and they denied that they stated thisWhat they told us is that ***’s clutch was burnt up and he needed a new clutch basket, something [redacted] declined from us and was not part of the hydraulic clutch conversion partNext, the bleeding of the clutch is part of maintenance that has not been performed on this bikeHarley Davidson does not warranty even their factory clutches, because it is a part that depends on the rider knowing how to use it and can be burnt up quickly and reflects on use of part not installationThe plunger was also a part of the clutch that we never touched and obviously have no obligation to fixNext, the cheap bolt [redacted] claims we used instead of a Harley bolt was because [redacted] has an after market rear fender on his bike It does not fit factory OEM parts and we do not use factory bolts on these parts The bolts that we use are stainless steel Grade 5, which are plenty strong to hold on his seat [redacted] did not want a custom seatAll of our bikes use custom seats and include Velcro, not a boltThis was an existing part when he brought the bike to usWe do not know what customers do with their bikes after they leave our shopThat is why we do NOT WARRANTY anythingWe are a custom motorcycle shop that specializes in aftermarket parts and modificationsJust like in the case of his headlight hitting his fender and scratching the paint, which is the next pointThis is his 4th issueWe recommended he get a new headlight, a part that would actually have fit in the new outer fairing we offered that was made for the modifications he wantedHe provided an aftermarket headlight bezel for his stock headlight, we installed itWhen we completed his bike both Kody and Franklin test rode ***’s bike to make sure everything was working correctly and safely for pick upThey were testing it like they would test their own and not one time did they have any issues when stopping where the fender hit anything or came closeWe have pictures when [redacted] picked up his bike where the front fender is pristineNo scratches or chipsHe brought the bike back A WEEK LATER, not immediately as he statesHe also tried saying he didn’t know if the chip was there when he picked it up and tried to play dumbWe cannot warranty him chipping his paint up, we don’t know if he’s hitting potholes etcSo to fix this, we installed the bump stops, which he originally declined, and repainted this fender as well as a laundry list of “nickel and dime” fixes he brought with it (change license plate bolts, replace rubber gaskets that were worn out for back rest, which is wear and tear on your year old bike, not part of our build) So with this came a bill to fix his fender and the bump stops & install, $ We charge $per panel for paintOn his original bill he was only charged $for paint on panels and had pinstripe graphics on both as wellEasily our shop charge would be $for that, so he saved $to begin with on paintWe have continually tried to work with [redacted] and give him a huge discount on things and it has turned into a nightmareWe understand that this got off to a rocky start with our employees giving quotes and then subsequently quitting in the middle of a build leaving us trying to put things back together blindlyThat part is not our customer’s fault and we feel like we have been more than fairHe did not pay his final bill of $and we said thanks for your business but we are doneWe tried to fulfill his wishes on a shoestring budget when in reality his expectations for what he paid for are not what Voodoo Bikeworks could provideHe has an older bike that is not maintained, and did not want to follow Kody’s recommendations on doing things correctly, instead cutting corners to put money into the aesthetics of the bike, not mechanical operation We can’t warranty what a customer declines on recommendations of the builder It’s disappointing to hear he is very dissatisfied with his customer service with our shopWe have been nothing short of friendly and informative and explained issues that have arisen with his bike, bill, and employeesIn conclusion we feel we have worked with [redacted] and done everything in our power to do what he has asked and seem to never be able to satisfy him despite cutting our bill and fixing things for freeWe do not feel we are responsible for the additional $he is demanding

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This his was not the arrangementI told him in front of witnesses at separate times that $was all I had to spend for a systemHe told me that it would workBecause the mold he was making from my lids didn't work for him to mass produce he changed the entire arrangement to fit his problemThis is a case of broken promises and a lack of communicationIn the end, I received nothing other than down time with my motorcycle and he received a set of lidsAccording to other people around town, this is common business practice at Voodoo Regards, [redacted]

Kody cannot claim estimate was missing labor $ because he needed his estimate (he approved) to know what work to do on bikeBike came to him w/out mechanical problemsMy bike’s engine shorted out due to Kody overtightening battery post, thus creating a short that never existedKody caused oil leak at install of clutch & chrome bolts on the primary sideHis other mechanic torqed my bolts to fix his workKody installed said items & thus his responsibilityHe admitted installing clutch incorrectly by not bleeding it or putting in clutch pack that was on my estimate (Screaming Eagle clutch) & FINAL billThe SKIPPED 4th step of the clutch installation caused my clutch to malfunction (now) twiceHe charged me for a Screaming Eagle clutch & knowingly put me on an unsafe bike (endangerment)ARS 13-A Fraud & 13-Endangerment)Since submission of this complaint, clutch malfunctioned AGAIN 12/9/This is attributed to original installation because metal shavings from the damaged parts got into the clutch oil His installation of the rake caused front fender damage the first time I rode the bikeHe repaired it by putting in soft, rubber radiator hose as a “bump stop”The next time I rode my bike, the fender was re-damaged due to substandard material that could NOT support the bike’s weight during operationSeat bolt he used kept spinningOther builder changed to correct Harley bolt which does fit the fender with min more effort & it works perfectlyOn estimate, I asked for Harley levers (master cylinder) instead rec’d cheap, after market levers that began leakingOther builder repaired w/plunger re-build kitIt is only fair & right that a reputable business reimburse for mistakes made that cost me additional time, work, & moneyI hope Kody chooses to handle reimbursement of $privately rather than through court action We have all the parts/pieces that the other builder removed to correct his mistakes & make my bike work correctly

Thank you for allowing us to reply to the complaint filed by *** Johnson on April 9, 2015. Regarding the complaint filed by ***, here are our rebuttals:The fender was purchased on Dec27th by the customer The customer found the product on our website, which
specifically states, “the fender fits up to a tire.” The information has been on our site since the part hit the website back in mid December The fitment information is CRUCIAL when ordering parts for a motorcycle Everyone knows this Each product specifically points out the year, make, model or other info that pertains to fitting that part ***’s fender would be no different. The website clearly states that our parts “can take up to two weeks” to be made before shipping time This information has also been on our website for at least months The part was received by the customer via UPS on January 15, 2015. When the customer called to ask if the fender would fit his rear tire, we said that there would be a risk that it would not fit and that if there was a problem he could send it back for a full refund of the partOur policy is generally “All Sales Final,” but we were willing to work with this customer due to the possibility of it not fitting since day I am unsure as to why it would cost the customer $to ship the part to usIt cost us $to ship to him, which is reflected in his invoice The customer was refunded the original shipping price, which we would not do normally, but wanted to rectify the situation No agreement was made as to us refunding the return shipment to us to assess the part We agreed to refund the first shipment and part amount In mid January, the customer called to let us know that the part didn’t fit, a refund was offered, and was declined Instead, the customer wanted to send it back to us to have it reworked completely and sent back to him We agreed to try to help him because he told us that he had already sold his current rear fenderWe received the part in late January or early February The part was going to require a lot of extra work and fabrication, which he was made aware of repeatedly via phone calls that he made to us or we made to him on numerous occasionsI am attaching various pages of our phone bills which reflect us calling him at different times Our busy season starts in late January to early February to prepare for Arizona bike week in March On average, we are here finishing bikes and parts day and night for those who were already waiting or paid for their jobs It is first come first serve and we have many deadlines to meetI personally told him this information (back in mid to late January) that *** would not be able to create the part until after bike week was completed at end of March Customer gave his verbal consent At this point we were unaware of how much labor would be until we received his pictures that we requestedA full refund was offered againCustomer denied again. The customer knew that the fender would not likely be started until the very end of March and began calling in early April to check the status *** asked him to send us pictures so that we could assess the costs The pictures were received the beginning of April with all of the specs for his bike After assessing the pictures, the hours, labor and costs that would be put into this custom part, we concluded that the job would be an additional $ This was a discounted rate for the customer; our labor alone is $98/hour for any project and the project would have taken at least a week*** informed the customer of the cost it would be to do the project as discussed and the customer began to argue with him over the costs*** told the customer that he would give the refund to him since he did not want to pay for the additional work The customer became aggressive and highly argumentative, to which *** informed him that he was not going to argue with him and then hung up. *** never hung up on the customer as he states After *** hung up on ***, *** called the office and *** answered The customer reiterated the entire conversation to ***, to which *** reiterated all of the issues, costs, etc *** also offered the refund if he did not want to pay the additional costs *** was sitting in the office when the conversation took place We were not in the office from Tuesday, March 24th through Sunday, March 29th, which our answering machine alerted our customers to when they called If *** called around this time he would not have been called back until Monday, March 30th. Our office staff is in the office answering calls Monday-Friday from 8:a.mto 4:00 p.m We have three people that answer the phones: ladies in customer service named *** as well as a gentleman named *** who answers when they do not We do not make it a policy to not return phone calls All emails, phone calls and messages are answered in a prompt fashion for EVERY customer ***’s calls were no different We strive to resolve any issue that arises and tried to work with the customer The customer was adamant that he wanted the piece from day one, which we told him may not work out He persisted each time we offered a refund The customer’s situation was attempted to be resolved multiple times No one strung the customer along With each step, we offered his money back and alerted him to the time frame that was needed, how much work may be involved as well as the fact that it may not work out The customer kept persisting it be done even if we told him it may not work He almost refused to hear that it couldn’t be done Things were very busy in the shop, which he knew We are always up front about costs or problems that could arise We are also professional and courteous We pride ourselves on our customer service and have never received a complaint to date *** was too unrealistic about this part, which we tried to work with him on We tried to assist him in every way and he refused all options, just wanted the part to work no matter what. Thank you for giving us the opportunity to reply to the complaint I’ve attached the email conversations that were had with the customer, his original invoice, the return policy, any phone calls made to the customer (not including in coming calls), and the delivery info Please let us know if you need anything else Also, please make a note on your records that the only email to be used for our company is *** Sincerely,*** ***Customer Service/Bookkeeping

Kody cannot claim estimate was missing labor $ because he needed his estimate (he approved) to know what work to do on bike. Bike came to him w/out mechanical problems. My bike’s engine shorted out due to Kody overtightening battery post, thus creating a short that never existed. Kody caused oil leak at install of clutch & chrome bolts on the primary side. His other mechanic torqed my bolts to fix his work. Kody installed said items & thus his responsibility. He admitted installing clutch incorrectly by not bleeding it or putting in clutch pack that was on my estimate (Screaming Eagle clutch) & FINAL bill. The SKIPPED 4th step of the clutch installation caused my clutch to malfunction (now) twice. He charged me for a Screaming Eagle clutch & knowingly put me on an unsafe bike (endangerment). ARS 13-2310 A Fraud & 13-1201 Endangerment). Since submission of this complaint, clutch malfunctioned AGAIN 12/9/16. This is attributed to original installation because metal shavings from the damaged parts got into the clutch oil.  His installation of the rake caused front fender damage the first time I rode the bike. He repaired it by putting in soft, rubber radiator hose as a “bump stop”. The next time I rode my bike, the fender was re-damaged due to substandard material that could NOT support the bike’s weight during normal operation. Seat bolt he used kept spinning. Other builder changed to correct Harley bolt which does fit the fender with 20 min more effort & it works perfectly. On estimate, I asked for Harley levers (master cylinder) instead rec’d cheap, after market levers that began leaking. Other builder repaired w/plunger re-build kit. It is only fair & right that a reputable business reimburse for mistakes made that cost me additional time, work, & money. I hope Kody chooses to handle reimbursement of $1150 privately rather than through court action.  We have all the parts/pieces that the other builder removed to correct his mistakes & make my bike work correctly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This his was not the arrangement. I told him in front of 2 witnesses at 2 separate times that $1500 was all I had to spend for a system. He told me that it would work. Because the mold he was making from my lids didn't work for him to mass produce he changed the entire arrangement to fit his problem. This is a case of broken promises and a lack of communication. In the end, I received nothing other than down time with my motorcycle and he received a set of lids. According to other people around town, this is common business practice at Voodoo. 
Regards,
[redacted]

Revdex.com Response To Complaint: [redacted] RE: [redacted] came into our shop originally in June speaking with Kody about customizing his 2007 Street Glide. Kody had asked when [redacted] was finally ready to drop off the bike that he wait until after we had returned from our show in Sturgis in early...

August. This was because Kody needed be present to do a final review of the build agreement and his recommendations for the budget [redacted] was working with. This budget and the wish list [redacted] had was the beginning of the problem with this build.  While Kody was out of town [redacted] brought the bike in, which he was specifically asked to wait, and spoke with our office secretary and technician in the shop. They provided a rough estimate of his invoice. Neither of these employees had the authorization for a final bid. There was ZERO labor included on this initial bid that [redacted] received. We did not give him a bait and switch deal on the services and this was not a final bid. In this industry, similar to automotive, you get a rough estimate and it may change as we get into the build and we find other mechanical issues with the bike. That will affect any labor charges, which as you will see were cut off of the final bill he received and we lost money on this build to try to make [redacted] happy. First, [redacted] wanted a neck rake kit on his bike, which entails making other changes to the bike to make it ride correctly.  One of these recommendations Kody made was to install a “short neck outer fairing” which is designed to accommodate larger front wheels and a raked neck.  This is because the clearance changes between the wheel/fender and the fairing. The stock outer fairing is not designed for this fitment and can cause problems with the operation of the bike. [redacted] declined to replace the outer fairing because it would take money from his budget, and he wanted to make other changes to his bike such as paint, new chrome wheel, handlebars, etc…. At this point Kody can only suggest these things and the customer declined and has had issues after the fact. Kody DID suggest the bump stops after [redacted] declined the correct fairing but [redacted] was worried about it affecting the way the bike would ride.  So bump stops were also not installed although the raked neck kit was. [redacted] also added a 26” wheel with the rake kit which will change the way the motorcycle performs and takes some getting used to riding. Which again, this falls on the customer’s responsibility and liability.  He previously had a 21” wheel. On his original quote that was around $7432, (which included no labor charges) there are at least 2 entries that state “NEED PRICING”. These 2 line items alone totaled $600 (air tank and review of audio connectors). That is not bait and switch, this is [redacted] not reading his invoice. He also needed a Dyno Tune, which he approved, that was not listed on the bill, that was another $400.  Personally, if I had an invoice given to me that had this “NEED PRICING” stated, I would assume this was not a final price or a complete final bill. The hydraulic clutch that [redacted] wanted to upgrade had a cost of $1000, with a charge of $200 to install. The installation was not included in the original quote. [redacted] wanted new handle bars which cost  $200 plus $50 for the lines and fittings. The lines and fittings were not on the original invoice, as well as the installation which was $600.  This brought his total bill to $9727.95, which he disputed upon pick up of his bike. There were no charges for work he did not approve. We ended up discounting his bill $728, which was all basically labor, to make him and his wife happy. I could not discount anything further because the charges were for parts on his bike, which we will not pay for. We are a business and need to be profitable, which in this situation we lost money but tried to make [redacted] happy.  The total difference between what he paid, (around $9000) and his first invoice, ($7432) is roughly $1500. Around $1050 is explained by the two charges that were labeled NEED PRICING and the Dyno Tune which is required and he approved, the rest is about 4 hours of labor charge for this total build which is a steal because of all the work that was completed on this bike was well over 30 hours at a labor rate of $100/hr. The next issue we want to address is the hydraulic conversion clutch and installation that [redacted] is talking about that involves Trask.  [redacted] bought a Trask hydraulic conversion clutch from us which does not come factory on his year of bike. Kody recommended installing a FULL clutch which would include the other half of it, clutch plates and basket, which again was declined by [redacted]. The other problem with this bike is that is has not been maintained AT ALL. We found broken motor mounts, which are a huge problem, that once again [redacted] declined getting fixed. We spoke with Trask about [redacted]’s claim that we installed their part incorrectly and they denied that they stated this. What they told us is that [redacted]’s clutch was burnt up and he needed a new clutch basket, something [redacted] declined from us and was not part of the hydraulic clutch conversion part. Next, the bleeding of the clutch is part of maintenance that has not been performed on this bike. Harley Davidson does not warranty even their factory clutches, because it is a part that depends on the rider knowing how to use it and can be burnt up quickly and reflects on use of part not installation. The plunger was also a part of the clutch that we never touched and obviously have no obligation to fix. Next, the cheap bolt [redacted] claims we used instead of a Harley bolt was because [redacted] has an after market rear fender on his bike.  It does not fit factory OEM parts and we do not use factory bolts on these parts.  The bolts that we use are stainless steel Grade 5, which are plenty strong to hold on his seat.  [redacted] did not want a custom seat. All of our bikes use custom seats and include Velcro, not a bolt. This was an existing part when he brought the bike to us. We do not know what customers do with their bikes after they leave our shop. That is why we do NOT WARRANTY anything. We are a custom motorcycle shop that specializes in aftermarket parts and modifications. Just like in the case of his headlight hitting his fender and scratching the paint, which is the next point. This is his 4th issue. We recommended he get a new headlight, a part that would actually have fit in the new outer fairing we offered that was made for the modifications he wanted. He provided an aftermarket headlight bezel for his stock headlight, we installed it. When we completed his bike both Kody and Franklin test rode [redacted]’s bike to make sure everything was working correctly and safely for pick up. They were testing it like they would test their own and not one time did they have any issues when stopping where the fender hit anything or came close. We have pictures when [redacted] picked up his bike where the front fender is pristine. No scratches or chips. He brought the bike back A WEEK LATER, not immediately as he states. He also tried saying he didn’t know if the chip was there when he picked it up and tried to play dumb. We cannot warranty him chipping his paint up, we don’t know if he’s hitting potholes etc. So to fix this, we installed the bump stops, which he originally declined, and repainted this fender as well as a laundry list of “nickel and dime” fixes he brought with it (change license plate bolts, replace rubber gaskets that were worn out for back rest, which is wear and tear on your 10 year old bike, not part of our build).  So with this came a bill to fix his fender and the bump stops & install, $550.  We charge $400 per panel for paint. On his original bill he was only charged $400 for paint on 2 panels and had pinstripe graphics on both as well. Easily our normal shop charge would be $1300 for that, so he saved $900 to begin with on paint. We have continually tried to work with [redacted] and give him a huge discount on things and it has turned into a nightmare. We understand that this got off to a rocky start with our employees giving quotes and then subsequently quitting in the middle of a build leaving us trying to put things back together blindly. That part is not our customer’s fault and we feel like we have been more than fair. He did not pay his final bill of $550 and we said thanks for your business but we are done. We tried to fulfill his wishes on a shoestring budget when in reality his expectations for what he paid for are not what Voodoo Bikeworks could provide. He has an older bike that is not maintained, and did not want to follow Kody’s recommendations on doing things correctly, instead cutting corners to put money into the aesthetics of the bike, not mechanical operation.  We can’t warranty what a customer declines on recommendations of the builder.    It’s disappointing to hear he is very dissatisfied with his customer service with our shop. We have been nothing short of friendly and informative and explained issues that have arisen with his bike, bill, and employees. In conclusion we feel we have worked with [redacted] and done everything in our power to do what he has asked and seem to never be able to satisfy him despite cutting our bill and fixing things for free. We do not feel we are responsible for the additional $1150 he is demanding.

Thank you for allowing us to reply to the complaint filed by [redacted] Johnson on April 9, 2015. Regarding the complaint filed by [redacted], here are our rebuttals:1. The fender was purchased on Dec. 27th by the customer.  The customer found the product on our website, which specifically...

states, “the fender fits up to a 160 tire.” The information has been on our site since the part hit the website back in mid December.  The fitment information is CRUCIAL when ordering parts for a motorcycle.  Everyone knows this.  Each product specifically points out the year, make, model or other info that pertains to fitting that part.  [redacted]’s fender would be no different. 2. The website clearly states that our parts “can take up to two weeks” to be made before shipping time.   This information has also been on our website for at least 8 months.  The part was received by the customer via UPS on January 15, 2015. 3. When the customer called to ask if the fender would fit his rear tire, we said that there would be a risk that it would not fit and that if there was a problem he could send it back for a full refund of the part. Our policy is generally “All Sales Final,” but we were willing to work with this customer due to the possibility of it not fitting since day 1.4. I am unsure as to why it would cost the customer $80 to ship the part to us. It cost us $24 to ship to him, which is reflected in his invoice.  The customer was refunded the original shipping price, which we would not do normally, but wanted to rectify the situation.  No agreement was made as to us refunding the return shipment to us to assess the part.  We agreed to refund the first shipment and part amount.     5. In mid January, the customer called to let us know that the part didn’t fit, a refund was offered, and was declined.  Instead, the customer wanted to send it back to us to have it reworked completely and sent back to him.  We agreed to try to help him because he told us that he had already sold his current rear fender. We received the part in late January or early February.   6. The part was going to require a lot of extra work and fabrication, which he was made aware of repeatedly via phone calls that he made to us or we made to him on numerous occasions. I am attaching various pages of our phone bills which reflect us calling him at different times.  Our busy season starts in late January to early February to prepare for Arizona bike week in March.  On average, we are here finishing bikes and parts day and night for those who were already waiting or paid for their jobs.  It is first come first serve and we have many deadlines to meet. I personally told him this information (back in mid to late January) that [redacted] would not be able to create the part until after bike week was completed at end of March.  Customer gave his verbal consent.  At this point we were unaware of how much labor would be until we received his pictures that we requested. A full refund was offered again. Customer denied again. 7. The customer knew that the fender would not likely be started until the very end of March and began calling in early April to check the status.  [redacted] asked him to send us pictures so that we could assess the costs.  The pictures were received the beginning of April with all of the specs for his bike.  8. After assessing the pictures, the hours, labor and costs that would be put into this custom part, we concluded that the job would be an additional $450.  This was a discounted rate for the customer; our labor alone is $98/hour for any project and the project would have taken at least a week. [redacted] informed the customer of the cost it would be to do the project as discussed and the customer began to argue with him over the costs. [redacted] told the customer that he would give the refund to him since he did not want to pay for the additional work.  The customer became aggressive and highly argumentative, to which [redacted] informed him that he was not going to argue with him and then hung up. 9. [redacted] never hung up on the customer as he states.  After [redacted] hung up on [redacted], [redacted] called the office and [redacted] answered.  The customer reiterated the entire conversation to [redacted], to which [redacted] reiterated all of the issues, costs, etc.  [redacted] also offered the refund if he did not want to pay the additional costs.  [redacted] was sitting in the office when the conversation took place.   10. We were not in the office from Tuesday, March 24th through Sunday, March 29th, which our answering machine alerted our customers to when they called.  If [redacted] called around this time he would not have been called back until Monday, March 30th. 11. Our office staff is in the office answering calls Monday-Friday from 8:30 a.m. to 4:00 p.m.  We have three people that answer the phones: 2 ladies in customer service named [redacted] as well as a gentleman named [redacted] who answers when they do not.  We do not make it a policy to not return phone calls.  All emails, phone calls and messages are answered in a prompt fashion for EVERY customer.  [redacted]’s calls were no different.  12. We strive to resolve any issue that arises and tried to work with the customer.  The customer was adamant that he wanted the piece from day one, which we told him may not work out.  He persisted each time we offered a refund.  The customer’s situation was attempted to be resolved multiple times.  13. No one strung the customer along.  With each step, we offered his money back and alerted him to the time frame that was needed, how much work may be involved as well as the fact that it may not work out.  The customer kept persisting it be done even if we told him it may not work.  He almost refused to hear that it couldn’t be done.  Things were very busy in the shop, which he knew.  We are always up front about costs or problems that could arise.  We are also professional and courteous.  We pride ourselves on our customer service and have never received a complaint to date.  [redacted] was too unrealistic about this part, which we tried to work with him on.  We tried to assist him in every way and he refused all options, just wanted the part to work no matter what. Thank you for giving us the opportunity to reply to the complaint.  I’ve attached the email conversations that were had with the customer, his original invoice, the return policy, any phone calls made to the customer (not including in coming calls), and the delivery info.  Please let us know if you need anything else.  Also, please make a note on your records that the only email to be used for our company is [redacted]   Sincerely,[redacted]Customer Service/Bookkeeping

[redacted] came to my shop in search of speaker lids for his victory motorcycle. There was none in production on the market, I told him that the only way I was able to do so is to design a speaker lid for that victory motorcycle to fit 8.8 speakers then we would have to have a mold made to get him...

a quality part. I told him that I would pay for the cost of the mold which was 2500.00 and that the only thing he would have to pay for was the labor for the tooling of the new part which was 1500.00 and he would receive the first set of quality speaker lids that fit 8.8 speakers. I didn't take any of the money up front and told him that once the part was ready for production then we would take payment. 1500.00 was just for the lids only.Then he would need to purchase the audio equipment separately. the audio package alone with wiring harness and install alone is 3500.00 we charge 350.00 to paint the lids as well. [redacted] came into my shop when I was not in and had my salesman to run his card for 1500.00 towards his lids. When I returned to my shop the next week and [redacted] said that that was all he was paying for and he wanted me to give him everything else. Obviously that was not an option, I was well invested in this project. I told him that it was not the original deal and I was unable to give him free audio and paint. I have his lids here ready for pick up months ago and he never returned. I have been a parts manufacture for years and this project was not anything different than anything else, this customer just didn't want to pay for the whole package, he wanted equipment for free cause he was the first to have them on the market. its that simple. I'm sorry for inconvenience but I see these customers all the time, they want everything and want to pay for nothing. if you have any questions feel free to call me directly anytime. ###-###-####

Please elaborate to me what the problem is?  The gentleman orderd products, they were out of stock, he emailed us we told him that. He wrote a nasty email and started posting stuff about us because he didn't have his products yet so we REFUNDED HIS MONEY. His first order was received as he acknowledge. I didn't know it was a bad thing to REFUND money to a customer so that they could purchase their products from another vendor who may of had them in stock.What am I supposed to do ? Mr. [redacted] is more than welcome to go back to our website and re-order products that we now have in stock.The money he paid us, he received products for.  The money I returned were for products that were not in stock.  I returned his money in full without our typical 30% restocking fee.Again if Mr. [redacted] would like to re-purchase the items (Which I dont know why he would) id be more than happy to send them to him.AGAIN LETS CLARIFY - MR. [redacted] WAS REFUNDED HIS MONEY AFTER HE WAS TOLD THE PRODUCTS WERE STILL ON BACK ORDER AND THAT WE DIDN'T HAVE A FIRM ETA ON THEM.  MR. [redacted] FIRST ORDER WAS SHIPPED AND DELIVERED OVERSEAS AS DIRECTED!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This his was not the arrangement. I told him in front of 2 witnesses at 2 separate times that $1500 was all I had to spend for a system. He told me that it would work. Because the mold he was making from my lids didn't work for him to mass produce he changed the entire arrangement to fit his problem. This is a case of broken promises and a lack of communication. In the end, I received nothing other than down time with my motorcycle and he received a set of lids. According to other people around town, this is common business practice at Voodoo. 

Regards,

[redacted] came to my shop in search of speaker lids for his victory motorcycle. There was none in production on the market, I told him that the only way I was able to do so is to design a speaker lid for that victory motorcycle to fit 8.8 speakers then we would have to have a mold made to get him...

a quality part. I told him that I would pay for the cost of the mold which was 2500.00 and that the only thing he would have to pay for was the labor for the tooling of the new part which was 1500.00 and he would receive the first set of quality speaker lids that fit 8.8 speakers. I didn't take any of the money up front and told him that once the part was ready for production then we would take payment. 1500.00 was just for the lids only.Then he would need to purchase the audio equipment separately. the audio package alone with wiring harness and install alone is 3500.00 we charge 350.00 to paint the lids as well. [redacted] came into my shop when I was not in and had my salesman to run his card for 1500.00 towards his lids. When I returned to my shop the next week and [redacted] said that that was all he was paying for and he wanted me to give him everything else. Obviously that was not an option, I was well invested in this project. I told him that it was not the original deal and I was unable to give him free audio and paint. I have his lids here ready for pick up months ago and he never returned. I have been a parts manufacture for years and this project was not anything different than anything else, this customer just didn't want to pay for the whole package, he wanted equipment for free cause he was the first to have them on the market. its that simple. I'm sorry for inconvenience but I see these customers all the time, they want everything and want to pay for nothing. if you have any questions feel free to call me directly anytime. ###-###-####

To whom it may concern:

255, 255);">
[redacted] placed two separate orders from our company. One order included body parts and the main audio components.  This shipment was sent out to an FPO box and Mr. [redacted] received it.  The second order that Mr. [redacted] is referencing was cancelled and REFUNDED in FULL for the following reasons:
Mr. [redacted]'s emails that were directed to me were answered in a timely manner.  All email correspondence indicates that his second order of [redacted] 6.5 speakers and speaker rings were on back order and we were awaiting for them to come in.  Mr. [redacted] sent the owner of the company an email, of which I did not see until the owner forwarded it to me.  The email was very nasty towards me and the customer service that he had received. He mentioned that he needed the rings ASAP, that he was getting the run around and he needed answers.
At that point in time the order was over 6 weeks old.  After contacting [redacted] I was informed that the speakers and rings would not be available until the Middle of February.
Due to the hast of Mr. [redacted]'s email and the time frame that he indicated he needed his parts, I was directed to refund his money in full and cancel the order.  I emailed Mr. [redacted] and apologized for the delay and thanked him for his patience.  I told him that I canceled the order and refunded his money in full and that he could seek the products elsewhere as someone else may of had them in stock and would of been able to ship them immediately!
As a company we service hundreds of inbound calls and emails on a daily basis. We are a small company that is growing exponentially and we do not have the resources to provide immediate 1 on 1 attention to everyone. We are currently in the process of filming for a Realty Show and have camera crews on site 12 hours a day which also makes it difficult to answer every in bound inquiry in a timely manner.
I do apologize for this matter but we made the best decision based upon Mr. [redacted]'s physical location (ASIA) and the time frame that he needed his parts. (I did a google search and he could of purchased the speakers for less money at a different retailer that had them in stock and offered free shipping)
Please let me know if I can provide you with any further information.
Sincerely,

VooDoo Bikeworks LLC.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As per the request for elaborationWhile I appreciate the fact that I was refunded without the 30% restocking fee, and I did indeed receive part of the shipment, there are a few issues which I’d like to clarify. Firstly, it’s never a bad thing to refund money, especially when an item is out of stock. If, however, I had known said item was out of stock, I would have looked elsewhere. As per the email I received from Voodoo Bike Works when I placed the order back in November, the items were NOT out of stock. (see below*)I was also told, repeatedly, that I’d be provided with a tracking number as to avoid creating extra work for [redacted]. Until this very day, I have yet to receive a single tracking number. In fact, I asked on numerous separate occasions for a tracking number, and never received a single one. (see below**) This happened on at least three separate dates: November 15, December 9, December 11.When I initially contacted the Revdex.com with the issues I had, I asked three specific questions: why was my order canceled without first asking/telling me, why was I not provided with a tracking number when I repeatedly asked, and why was I told that the parts I had asked for where ‘put in’ with the previous order when, as has been stated in this forum, they weren’t even in stock? So far, not only have I not had any answer about these three specific questions, but I have also been told that I was ‘posting stuff about Voodoo Bike Work’ and writing ‘nasty emails’. If so, I apologize. I’d also like to see what I was apparently posting because I haven’t actually posted anything negative at all. If my emails came across as ‘nasty’ I again apologize. I didn’t mean to offend anybody; I just wanted a direct answer to my direct questions.Sincerely,[redacted]Voodo Yahoo To Me ([redacted])Nov 1, 2013 Hey [redacted], are you referring to the 6.5s and rings if so yes I have them for you, I didn't send an invoice yet as I was waiting to see what you wanted to do with the rear end. I've already pulled the 6.5s and put with the rest of your order. Sincerely,**Me ([redacted])To Voodo Yahoo Nov 15, 2013 [redacted], what is the status on the parts I order? Have they been shipped? If not when will they be shipped? Can you provide me a tracking number please, thank you.

Regards,

Revdex.com,
I disagree with the response I was told that the order was shipped out 4 days behind the 1st order, I was also promise a tracking number on several emails, I was never disrespectful and nor did I send a nasty email to [redacted] or [redacted] matter of fact I text [redacted] on [redacted] which I included in the PowerPoint presentation also in the presentation I included some of the email to [redacted] I was only trying to get resolution on where was my parts, why I could get the tracking number. Like I said before as a paying customer I expect to get what I paid for and promised without the run around now I expect to get an honest answer without being accused of send nasty email. I am a professional and I expect to receive professional service. I served USA on the American way for 27 years in the military deploying to some of the most dangerous area most people would never have to visit so when the response I get is that you are a small company and you basically don’t have time to attend to a paying customer that’s really appalling, thank you for your time.

Thank you for allowing us to reply to the complaint filed by [redacted] Johnson on April 9, 2015. Regarding the complaint filed by [redacted], here are our rebuttals:1. The fender was purchased on Dec. 27th by the customer.  The customer found the product on our website, which...

specifically states, “the fender fits up to a 160 tire.” The information has been on our site since the part hit the website back in mid December.  The fitment information is CRUCIAL when ordering parts for a motorcycle.  Everyone knows this.  Each product specifically points out the year, make, model or other info that pertains to fitting that part.  [redacted]’s fender would be no different. 2. The website clearly states that our parts “can take up to two weeks” to be made before shipping time.   This information has also been on our website for at least 8 months.  The part was received by the customer via UPS on January 15, 2015. 3. When the customer called to ask if the fender would fit his rear tire, we said that there would be a risk that it would not fit and that if there was a problem he could send it back for a full refund of the part. Our policy is generally “All Sales Final,” but we were willing to work with this customer due to the possibility of it not fitting since day 1.4. I am unsure as to why it would cost the customer $80 to ship the part to us. It cost us $24 to ship to him, which is reflected in his invoice.  The customer was refunded the original shipping price, which we would not do normally, but wanted to rectify the situation.  No agreement was made as to us refunding the return shipment to us to assess the part.  We agreed to refund the first shipment and part amount.     5. In mid January, the customer called to let us know that the part didn’t fit, a refund was offered, and was declined.  Instead, the customer wanted to send it back to us to have it reworked completely and sent back to him.  We agreed to try to help him because he told us that he had already sold his current rear fender. We received the part in late January or early February.   6. The part was going to require a lot of extra work and fabrication, which he was made aware of repeatedly via phone calls that he made to us or we made to him on numerous occasions. I am attaching various pages of our phone bills which reflect us calling him at different times.  Our busy season starts in late January to early February to prepare for Arizona bike week in March.  On average, we are here finishing bikes and parts day and night for those who were already waiting or paid for their jobs.  It is first come first serve and we have many deadlines to meet. I personally told him this information (back in mid to late January) that [redacted] would not be able to create the part until after bike week was completed at end of March.  Customer gave his verbal consent.  At this point we were unaware of how much labor would be until we received his pictures that we requested. A full refund was offered again. Customer denied again. 7. The customer knew that the fender would not likely be started until the very end of March and began calling in early April to check the status.  [redacted] asked him to send us pictures so that we could assess the costs.  The pictures were received the beginning of April with all of the specs for his bike.  8. After assessing the pictures, the hours, labor and costs that would be put into this custom part, we concluded that the job would be an additional $450.  This was a discounted rate for the customer; our labor alone is $98/hour for any project and the project would have taken at least a week. [redacted] informed the customer of the cost it would be to do the project as discussed and the customer began to argue with him over the costs. [redacted] told the customer that he would give the refund to him since he did not want to pay for the additional work.  The customer became aggressive and highly argumentative, to which [redacted] informed him that he was not going to argue with him and then hung up. 9. [redacted] never hung up on the customer as he states.  After [redacted] hung up on [redacted] called the office and [redacted] answered.  The customer reiterated the entire conversation to [redacted], to which [redacted] reiterated all of the issues, costs, etc.  [redacted] also offered the refund if he did not want to pay the additional costs.  [redacted] was sitting in the office when the conversation took place.   10. We were not in the office from Tuesday, March 24th through Sunday, March 29th, which our answering machine alerted our customers to when they called.  If [redacted] called around this time he would not have been called back until Monday, March 30th. 11. Our office staff is in the office answering calls Monday-Friday from 8:30 a.m. to 4:00 p.m.  We have three people that answer the phones: 2 ladies in customer service named [redacted] as well as a gentleman named [redacted] who answers when they do not.  We do not make it a policy to not return phone calls.  All emails, phone calls and messages are answered in a prompt fashion for EVERY customer.  [redacted]’s calls were no different.  12. We strive to resolve any issue that arises and tried to work with the customer.  The customer was adamant that he wanted the piece from day one, which we told him may not work out.  He persisted each time we offered a refund.  The customer’s situation was attempted to be resolved multiple times.  13. No one strung the customer along.  With each step, we offered his money back and alerted him to the time frame that was needed, how much work may be involved as well as the fact that it may not work out.  The customer kept persisting it be done even if we told him it may not work.  He almost refused to hear that it couldn’t be done.  Things were very busy in the shop, which he knew.  We are always up front about costs or problems that could arise.  We are also professional and courteous.  We pride ourselves on our customer service and have never received a complaint to date.  [redacted] was too unrealistic about this part, which we tried to work with him on.  We tried to assist him in every way and he refused all options, just wanted the part to work no matter what. Thank you for giving us the opportunity to reply to the complaint.  I’ve attached the email conversations that were had with the customer, his original invoice, the return policy, any phone calls made to the customer (not including in coming calls), and the delivery info.  Please let us know if you need anything else.  Also, please make a note on your records that the only email to be used for our company is [redacted]   Sincerely,[redacted]Customer Service/Bookkeeping