Young's Cycle Performance Center

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@youngscycleperformance.com
On August 6, 2015 [redacted]'s Cycle Performance responded to your complaint via Yelp and Google. However, you had used a...

fictitious name ([redacted] H) and your review did not provide a year, make or model so we were unable to address your work order properly. It's unfortunate that you provided a poor review on yelp with such insults to our very kind staff. You called them names and used very harsh language. Your review didn't explain your original issue other then a gas tank repair; with limited details for a professional response to your claims. We can now address your complaint with a direct response to your issues.
First lets review your work order in detail. You brought your motorcycle into the shop via a tow truck. You explained, that another shop had worked on your motorcycle two weeks prior and you encountered problems with the staff and work not completed. As a result you had your motorcycle towed to our location. You stated, that your motorcycle was under warranty for a few of the items you needed repaired.
We explained to you our process for warranties; you agreed to start the work order. We explained that a warranty job CAN NOT be completed on a guaranteed time line. The reason for this, as we explained is because your motorcycle maker, Triumph, varies in times to make, customize, paint and ship OEM parts. The time from order to receipt of product has been from 4-8 weeks from our institutional knowledge. I personally called Triumph and requested the items be placed on a STAT delivery request.
In addition to your fuel tank being damaged you included, break pads, mount and balance tires, replace clutch and brake levers as your entire work order. After inspection of your fuel tank we identified it was pinched and cracked. We were in agreement that all other items needed to be replaced as well.
During the warranty process, with Triumph we had direct communication with you. The process was smooth and we had no issues. We completed your bike and took it on a test drive. The motorcycle ran perfectly. The warrant job was completed and all other service and repairs were completed to your satisfaction.
You came to pick up your motorcycle and you paid in full for services with your credit card. The next business day, we received notice that you filed a dispute with your credit card company. Your case was denied and we were paid by the card issuer. Later that day you called and stated that your motorcycle had shut off and you could not restart it. We offered to have your vehicle towed by our transportation provider at NO cost to you. We brought your motorcycle back to the shop and inspected it. We informed you that you had other issues other than what we were authorized to inspect (via your work order) however, we could not tell you what they were without a teardown. This would cost you and you denied the work order. We explained that YOUR original request to replace the warranty items and other issues had NOTHING to do with the issues of your complaint. We know 100% that the work we completed was in no direct relation to the issues you are now experiencing.
You told us that the last shop (In which you did not like) was working on your motorcycle and you were not sure of the issues they may have ran into. We offered to call that shop and find out but you refused.
We did EVERYTHING according to procedures for your work order. We are sorry that your motorcycle has/had experienced these issues. We welcome the opportunity to repair your previous work completed at the last shop, however it's not free. There has to be a cost of labor associated with working on anyone's motorcycle. You must understand this. It is always in our best interest to provide the best professional service. I welcome the opportunity to talk with you and address this review. Stay safe on your bike always.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let's get this straight. First of all, an individual that calls himself [redacted], stated that he was the sole owner of the business and [redacted] (his wife) was his secretary. Second, cheese stated he would have my motorcycle done by a certain date. [redacted] was also aware that I had an event in [redacted] and I needed my motorcycle by a certain time. The lady responding was never in any of the conversations and was not there. 3rd, I did not state my motorcycle was in another shop because it was not. 4th, [redacted] also had me sign a premature work order stating the work was completed when it was not. I have proof of that. The problem with the bike was, it kept dying out. When I first called, the man that answered the phone stated they couldn't help me, I do have a witness to that effect. A short time later another individual picked the phone and stated he was the one that completed the work, he made the statement that it was probably an existing problem. They did pick up my motorcycle and tried to work on it. After leaving a second time, the problem continued. In the mean time my bank called me and asked if I had made a purchase at a shop and the name of that was not Youngs cycle. My bank provided a different name. The very next morning I called and spoke with [redacted] and informed him of the situation and I stated to [redacted] that I would correct any miscommunication and see to it that he got his payment. I also told him the problem continued. I did not want to take my motorcycle back to his shop for the fact [redacted] had some other guys show up when I returned the first time. It turned out that [redacted] wanted protection from me from what one of the other guys stated, I have a witness to the fact as well and I had a witness listening on the phone, as he was concerned for my well being as well. I verbally introduced them to a scolding, not once using any profanity or derogatory verbage. I also paid for a brake and disc change, I paid for that but that did not happen. There was no old parts prsented. [redacted] and his crew of misfits are thieves and cannot be trusted. After taking it to another shop, they realized the map sensors was not connected and some the wiring was not properly secured as it should have been. And it was stated that the technician at Youngs cycle shop was not educated enough to figure that out. I don't expect compensation from liars and thieves, I just want people to know the shady work that goes on in that shop. Some of what [redacted] has stated has been fabricated and is very sickening to my stomach, but after considering the source what should one expect. As someone once stated. Bad behavior and bad business never is never rewarded.
Final Business Response /* (4000, 10, 2015/10/28) */
In the best interest of everyone's time, we would like to move forward with closing this complaint. We could go back and forth everyday, and Mr. [redacted] will not be satisfied nor will he accept any response we deliver. [redacted]'s Cycle Performance, Owner [redacted] is a DBA under [redacted]'s Business Group LLC. In which the CEO is [redacted]. So, lets put to rest the issue that either [redacted] or [redacted] "[redacted]" is the owner of the business. None of this really matters. What matters to us is that, we followed processes and procedures for the consumers work order.
I have attached the complaint in its entirety along with the work order, payments made and warranty information.
A. ) As stated before, the motorcycle was towed to our shop from [redacted] XXXXX. The motorcycle was NOT running upon intake to our shop. According to the signed work order, Mr. [redacted] ONLY requested the following be completed:
1.) Check and advise fuel leak
2.) R&R (Remove and Replace) front and rear tires (Mount and Balance)
3.) Rear Brakes
4.) * Customer supplied tires and break pads
B. ) Nowhere on the work order or ANY other document do you see any expected completion date. We have NEVER given a completion date for warranty jobs. As you can see from the attachments the warranty company, Cornerstone did not approve and cut a check until 06/30/2015.
C.) Every customer must sign an intake work order for the work to be completed. It is not premature. The work order in question is attached as (Item A) in this response. The date was 06/19/2015.
D.) Another shop may have found your preexisting issue, because you requested that they review all the issues. You never paid nor asked us to advise you of those issues. We only did the work requested of us. Anything that another shop or person has to say is hearsay and irrelevant. We are not in business this long without satisfied customers.
We are pleased with the process of this work order. It is unfortunate that you can't be satisfied, but we are comfortable with our level of service and reviews. We find our business to be very rewarding and our staffs behavior gratifying. We are glad your bike is up and running. Be safe always!
Best Regards,
[redacted] and [redacted]
Owners