Wikcoff Racing

size="2"> I'm responding to a complaint that was made to you regarding a customer that had brought in his motorcycle to our shop His original complaint on the motorcycle was an oil leak We inspected where the leak was coming from on the bike and informed the customer at that time we would need to install oil and coolant to the bike to make sure it has the proper amount in the bike to run since it had been leaking He ok'd the job and we had found it was coming out of his water pump shaft It can usually be fixed by replacing the seal/o ring that seals that part of the water pump to the motorcycle After replacing the o ring/seal with one that we had in our shop, it didn't stop the leak, so we then tried it again with another o ring/seal After our second attempt at it and it still not fixing the leak, I called the customer and explained to him what was going on I informed him that we would need to order the OEM o ring/seal from the dealer to make sure we had the proper o ring/seal He ok'd us to do thatAfter receiving the o ring/seal and installing it for a third time, the leak continued I then called and explained to him and his son that the water pump itself most likely needs to be replaced I also informed him that it's not likely for that to go bad since its just the seal that is leaking but it would be something another shop would tell you to replace at that expense He then asked how much the water pump was and I told him it cost $in which the customer denied He said that he would pay for what work was done and wanted to pick up the bike He said that he didn't have enough money to purchase the water pump When the customer came to pick the bike up, I informed him that the price was for the labor that we had done and for the oil/radiator fluid that we had installed in his bike He didn't seem to have a problem with the price when he picked it up I also informed him that we had spent over hours on the bike attempting to fix the leak different times and charged him only 1/2hrs I let him know that when he does have the money to purchase the water pump to bring the bike back and we'd install it at no charge since we'd already been in the bike and the labor we did attempting to fix it would be the same as if he had the money to replace the water pump at that time I did explain to him that if he went to any other shop they'd just replace the water pump and that would resolve his problem...in which he did and ended up spending the money some where else anyway! As a shop owner for over 12yrs and working in the motorcycle industry all my life, racing, riding and technical work customers need to understand that motorcycles are mechanical machinesNot every situation is the same and it is expensive to work on I've always done my best to work with, inform and help out customers every way I can....which is why I explained to my customer, when he did have to money to purchase the part I'd install it at no charge He decided to deny that and went on his way!

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 I do not accept your responseIf you have been in business for years, then you should understand the basic concept of doing business The fact that you charged my 2-1/hours for not fixing the issue really does not make sense For example, let’s say your auto mechanic just spent hours working on your car but did not fix the problemDo you expect him to charge the time for NOT fixing the problem? Let’s say a computer repair guy works on your business fixing your internet connection and spent 2-1/hours but actually did not fix anythingIt really does not make sense right? Whether you spent 2-1/hours, hours, hours, or a week trying to fix something but you actually DID NOT fix it, it is your time wasted and not mine What are you going to charge the customer? Sorry, I spent 2-1/messing around on your motorcycle but I didn’t fix anythingI can take you to court and the judge is going ask you a simple question: Mr [redacted] did you actually fixed the problem? I rest my caseYou stated that you had other O-rings over the phoneYou were trying what you had in stock even though a new O-ring was going to cost you $dollarsWhen you tried the first O-ring and the motorcycle leaked, you should have said with “certainly” that the problem was the entire pumpHowever, that was NOT the case and you tried a second O-ring experimenting and wasting your time trying to figure it outThis is where your spent your 2-1/hoursThe second mechanic that looked at this problem said that we were ripped offThe problem is very simple and there was no need to try different O-rings at allAdditionally, you should have FIXED the problem and the 2-1/hours would have been acceptableHowever, you did NOT fix the problem and you still charged me for the laborThe labor was the time YOU SPENT trying to figure things out Do I make any sense at all? Anyone reading this response will say, of course, the customer was ripped off because the mechanic charged for the time he tried figuring things outThink about it, did you fix the problem? NoThen you tell the customer; sorry, I did not fix the problem and I will just charge you for diagnostics / [redacted] Style Definitions */ If you have been in business for so many years, I bet you are charging customers for the time you spend trying to figure out how to fix mechanical problems This is the reason why this complaint will remain active Regards, [redacted]

I'm responding to a complaint that was made to you regarding a customer that had brought in his motorcycle to our shop.  His original complaint on the motorcycle was an oil leak.  We inspected where the leak was coming from on the bike and informed the customer at that...

time we would need to install oil and coolant to the bike to make sure it has the proper amount in the bike to run since it had been leaking.  He ok'd the job and we had found it was coming out of his water pump shaft.  It can usually be fixed by replacing the seal/o ring that seals that part of the water pump to the motorcycle.  After replacing the o ring/seal with one that we had in our shop, it didn't stop the leak, so we then tried it again with another o ring/seal.  After our second attempt at it and it still not fixing the leak, I called the customer and explained to him what was going on.        I informed him that we would need to order the OEM o ring/seal from the dealer to make sure we had the proper o ring/seal.  He ok'd us to do that. After receiving the o ring/seal and installing it for a third time, the leak continued.  I then called and explained to him and his son that the water pump itself most likely needs to be replaced.  I also informed him that it's not likely for that to go bad since its just the seal that is leaking but it would be something another shop would tell you to replace at that expense.  He then asked how much the water pump was and I told him it cost $233.77 in which the customer denied.  He said that he would pay for what work was done and wanted to pick up the bike.  He said that he didn't have enough money to purchase the water pump.         When the customer came to pick the bike up,  I informed him that the price was for the labor that we had done and for the oil/radiator fluid that we had installed in his bike.  He didn't seem to have a problem with the price when he picked it up.  I also informed him that we had spent over 4 hours on the bike attempting to fix the leak 3 different times and charged him only 2 1/2hrs.  I let him know that when he does have the money to purchase the water pump to bring the bike back and we'd install it at no charge since we'd already been in the bike and the labor we did attempting to fix it would be the same as if he had the money to replace the water pump at that time.  I did explain to him that if he went to any other shop they'd just replace the water pump and that would resolve his problem...in which he did and ended up spending the money some where else anyway!    As a shop owner for over 12yrs and working in the motorcycle industry all my life, racing, riding and technical work customers need to understand that motorcycles are mechanical machines. Not every situation is the same and it is expensive to work on.  I've always done my best to work with, inform and help out customers every way I can....which is why I explained to my customer, when he did have to money to purchase the part I'd install it at no charge.  He decided to deny that and went on his way!

size="2">  I'm responding to a complaint that was made to you regarding a customer that had brought in his motorcycle to our shop.  His original complaint on the motorcycle was an oil leak.  We inspected where the leak was coming from on the bike and informed the customer at that time we would need to install oil and coolant to the bike to make sure it has the proper amount in the bike to run since it had been leaking.  He ok'd the job and we had found it was coming out of his water pump shaft.  It can usually be fixed by replacing the seal/o ring that seals that part of the water pump to the motorcycle.  After replacing the o ring/seal with one that we had in our shop, it didn't stop the leak, so we then tried it again with another o ring/seal.  After our second attempt at it and it still not fixing the leak, I called the customer and explained to him what was going on.
   
     I informed him that we would need to order the OEM o ring/seal from the dealer to make sure we had the proper o ring/seal.  He ok'd us to do that. After receiving the o ring/seal and installing it for a third time, the leak continued.  I then called and explained to him and his son that the water pump itself most likely needs to be replaced.  I also informed him that it's not likely for that to go bad since its just the seal that is leaking but it would be something another shop would tell you to replace at that expense.  He then asked how much the water pump was and I told him it cost $233.77 in which the customer denied.  He said that he would pay for what work was done and wanted to pick up the bike.  He said that he didn't have enough money to purchase the water pump. 
  
      When the customer came to pick the bike up,  I informed him that the price was for the labor that we had done and for the oil/radiator fluid that we had installed in his bike.  He didn't seem to have a problem with the price when he picked it up.  I also informed him that we had spent over 4 hours on the bike attempting to fix the leak 3 different times and charged him only 2 1/2hrs.  I let him know that when he does have the money to purchase the water pump to bring the bike back and we'd install it at no charge since we'd already been in the bike and the labor we did attempting to fix it would be the same as if he had the money to replace the water pump at that time.  I did explain to him that if he went to any other shop they'd just replace the water pump and that would resolve his problem...in which he did and ended up spending the money some where else anyway!
    As a shop owner for over 12yrs and working in the motorcycle industry all my life, racing, riding and technical work customers need to understand that motorcycles are mechanical machines. Not every situation is the same and it is expensive to work on.  I've always done my best to work with, inform and help out customers every way I can....which is why I explained to my customer, when he did have to money to purchase the part I'd install it at no charge.  He decided to deny that and went on his way!

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
I do not accept your responseIf you have been in business
for years, then you should understand the basic concept of doing business
The fact that you charged my 2-1/hours for not fixing the issue really does
not make sense
For example, let's say your auto mechanic just spent
hours working on your car but did not fix the problemDo you expect him to
charge the time for NOT fixing the problem? Let's say a computer repair guy works
on your business fixing your internet connection and spent 2-1/hours but actually
did not fix anythingIt really does not make sense right? Whether you spent
2-1/hours, hours, hours, or a week trying to fix something but you
actually DID NOT fix it, it is your time wasted and not mine
What are you going to charge the customer? Sorry, I spent
2-1/messing around on your motorcycle but I didn't fix anythingI can take you to court and the judge is going
ask you a simple question: Mr[redacted] did you actually fixed the problem? I rest my caseYou stated that you
had other O-rings over the phoneYou were trying what you had in stock even
though a new O-ring was going to cost you $dollarsWhen you tried the first
O-ring and the motorcycle leaked, you should have said with "certainly" that
the problem was the entire pumpHowever, that was NOT the case and you tried a
second O-ring experimenting and wasting your time trying to figure it outThis
is where your spent your 2-1/hoursThe second mechanic that looked at this
problem said that we were ripped offThe
problem is very simple and there was no need to try different O-rings at allAdditionally,
you should have FIXED the problem and the 2-1/hours would have been
acceptableHowever, you did NOT fix the problem and you still charged me for
the laborThe labor was the time YOU SPENT trying to figure things out
Do I make any sense at all? Anyone reading this response
will say, of course, the customer was ripped off because the mechanic charged
for the time he tried figuring things outThink about it, did you fix the
problem? NoThen you tell the customer; sorry, I did not fix the problem and I will
just charge you for diagnostics
If you have been in business for so many years, I bet you are
charging customers for the time you spend trying to figure out how to fix
mechanical problems. This is the reason why this complaint will remain active
Regards,
[redacted]

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.
I do not accept your response. If you have been in business
for 12 years, then you should understand the basic concept of doing business.
The fact that you charged my 2-1/2 hours for not fixing the issue really does
not make sense.
For example, let’s say your auto mechanic just spent 10
hours working on your car but did not fix the problem. Do you expect him to
charge the time for NOT fixing the problem? Let’s say a computer repair guy works
on your business fixing your internet connection and spent 2-1/2 hours but actually
did not fix anything. It really does not make sense right? Whether you spent
2-1/2 hours, 5 hours, 10 hours, or a week trying to fix something but you
actually DID NOT fix it, it is your time wasted and not mine.
What are you going to charge the customer? Sorry, I spent
2-1/2 messing around on your motorcycle but I didn’t fix anything. I can take you to court and the judge is going
ask you a simple question: Mr. [redacted] did you actually fixed the problem? I rest my case.
You stated that you
had other O-rings over the phone. You were trying what you had in stock even
though a new O-ring was going to cost you $12 dollars. When you tried the first
O-ring and the motorcycle leaked, you should have said with “certainly” that
the problem was the entire pump. However, that was NOT the case and you tried a
second O-ring experimenting and wasting your time trying to figure it out. This
is where your spent your 2-1/2 hours. The second mechanic that looked at this
problem said that we were ripped off. The
problem is very simple and there was no need to try different O-rings at all. Additionally,
you should have FIXED the problem and the 2-1/2 hours would have been
acceptable. However, you did NOT fix the problem and you still charged me for
the labor. The labor was the time YOU SPENT trying to figure things out.
Do I make any sense at all? Anyone reading this response
will say, of course, the customer was ripped off because the mechanic charged
for the time he tried figuring things out. Think about it, did you fix the
problem? No. Then you tell the customer; sorry, I did not fix the problem and I will
just charge you for diagnostics.
If you have been in business for so many years, I bet you are
charging customers for the time you spend trying to figure out how to fix
mechanical problems.  This is the reason why this complaint will remain active.
Regards,
[redacted]