ComplaintsforSlick Whiskey Customs Performance Motorcycle Company, LLC

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It was an absolute nightmare to deal with Slick Whiskey Customs Performance Motorcycle Company LLC. Our motorcycle just sat there for 4 months.. They took the money upfront, ordered parts (most likely much cheaper parts) that we never agreed on, and then refused to repair the motorcycle properly with the correct parts. We had to pick up the unrepaired motorcycle to take it somewhere else.

  Business response

  01/09/2023

  This letter is being written in response to the correspondence received from your office on January 7, 2023 regarding a consumer complaint received by your office from ******************************* (234024-001).
  
  We have completed the Business Reply Form and it is attached to this response.
  
  We would like to note that our business was conducted with our customer, *****************************, with limited contact with *******************************. All decisionmaking regarding the insurance claim, parts selection as well as timeline and updates were diligently provided and discussed between ***************************** and *****************************. We are unaware of this persons participation in any of ******************************* decisionmaking. As Complainant was not our customer, nearly 100% of the communication regarding the project was done directly with *****************************.
  
  Any conversations with Complainant were brief and very generalized. All details and decisions were determined by her spouse and almost completely through text messages, which we have attached to this response to the very unfair, derogatory and coercive Description of Issue which is the exact same comment/statement that was posted on social media, ******* Yelp as well as sent to the Better Business Bureau, all of which we are taking steps to remedy.
  
  Our immediate attempts to resolve this issue with the consumer seemed to have been successful as the complainants spouse returned the project to our business on January 2, 2023 (after having removed the uncompleted project on December 30, 2022).
  
  The accusations made in the Description of Issue are addressed below:
  Our motorcycle just sat there for 4 months took the money upfront, ordered parts (most likely much cheaper parts) that we never agreed on.
  Our company policy, which is known to our customers, is that parts are ordered specifically for each customer and only after payment is received. This customer was working with an insurance claim for vandalism and there were multiple parties involved before payment was issued and/or received.
  Customer delivered ********************** to our facility with instruction that the insurance adjustor would be coming to take pictures of the purportedly vandalized motorcycle and that we were to not begin work on it.
  
  09/04/2022-Estimate was issued via email to ***************************** for a total of $8895.03
  09/15/2022-Insurance adjustor came to our facility and took photos
  09/30/2022-Updated request sent to ***************************** for insurance claim status (no communication from him at this point)
  10/10/2022-******************* provided us with a copy of the Insurance Estimate of Record. His insurance company approved a payment of $5984.17 due from ************************* with a $1000.00 deductible due from customer.
  Insurance Estimated had overlooked one part from the original invoice. Phone calls with Insurance Agent resulted in promise for additional payment for part being sent as supplemental payment. (Part billed was $602-supplemental payment would be $558.45)
  **Note that the insurance company reduced our submitted amounts on several of the items, including the labor costs. We accommodated ******************* with the parts that he had ordered, even when (as the attached document shows) it was to the detriment of our business.
  
  10/11/2022-******************* brought Insurance issued payment to our facility ($5984.17). We attempted to explain that $1000.00 still due. He stated that we paid that to the insurance company.
  Multiple conversations were held with Mr. and ********************* explaining the deductible process (due from the policyholder to the servicing provider) by our office (Slick Whiskey Customs) and finally resorting to asking the insurance agent with ************************* (*****) to contact them to explain.
  
  10/17/2022-******************* visited our facility and made payment of $1000.00 (deductible) which allowed us to begin placing the orders per insurance approval/payment (see attached Insurance document as well as worksheet showing breakdown comparison of invoice submitted vs. insurance approval).
  
  All discussions with client were discussed noting that the parts paid by insurance are the parts that would be ordered. Customer had multiple choices, including paint scheme, handgrip style, etc. Customer wanted more add-ons than considered by insurance and was very interested in upgrading to more expensive items. It was explained that unless he paid for additional costs, the payment received from insurance would only be adequate for the originally discussed items.
  
  10/17/2022-Orders placed for parts.
  Many components are immediately available, however this customer requested specifically for a custom paint on several components. The customer was informed that custom paint Twisted Cherry can take anywhere from 6 to 10 weeks. It was explained to him that we have no control of when those parts are painted, cured and shipped to us. Customer contacted insurance and was told by his agent the lead times were extensive normally and even longer with supply chain issues and coming out the ******19 situations we were in.
  
  10/18/2022-Readily available components began to be delivered
  
  Disassembly of motorcycle began. Customer demanded any parts being removed be made available to him immediately so that he could resell them as quickly as possible with the supposed intent of ordering additional,upgraded parts (exhaust, lights, extended tank, etc.).
  
  As parts arrived, assembly sequence dictated if the parts were immediately installed. This saves our customers a lot of labor costs by not having to install, remove, reinstall, etc.
  
  Please also note that the time that Mr ********* motorcycle was being stored at our facility (prior to the payment to begin work on the motorcycle repairs) we waived the typical $60/day storage fees that are normally applied to motorcycles kept indoors in our facility that are not currently being repaired.
  
  11/02/2022-Received Supplemental payment of $558.45 for invoiced item not included in original Estimate/payment.
  
  12/30/2022-Our Customer, ***************************** sent a text message stating that he would be coming to pick up his motorcycle and any uninstalled parts. He was aware that his project was still in process and not completed.
  
  01/08/2022-Sidecovers ordered for client are the only remaining outstanding items on this repair job. Response to status inquiry with our vendor is attached.
  Thank you for reaching out. I believe you are looking for an update on order #********* which includes a 21'' wrapped front fender and CVO style stretched side covers in Twisted Cherry. We are looking at **** weeks of lead time for our custom color orders. As of right now it looks like the order is still looking at another 2-3 weeks. However, it looks like the order is very high on our priority list and is on track for being shipped very soon. In the meantime, If you have any other questions or concerns don't hesitate to reach back out and we will be happy to help!  
  
  Thank you for riding with HOGWORKZ!
  
  
  Refused to repair the motorcycle properly with the correct parts.
  This is 100% incorrect. At NO TIME did we refuse to repair this motorcycle
  All parts ordered, despite the accusation of utilizing cheap parts were the agreed upon parts per the insurance Estimate of record as well as the corresponding Estimate provided to Customer by ********************************************************************.
  We had to pick up the unrepaired motorcycle to take it somewhere else
  The choice to pickup the unrepaired motorcycle was theirs. We were in the process (as stated above) of installing the new parts as they were being delivered. Any lack of completion was due to the impulsive haste with which they acted
  The unrepaired motorcycle consisted of the controls not being completely tightened (see earlier comments regarding assembly sequence, customer claimed that his keyfob was no longer working. Customer attempted to complete the assembly himself and damaged many of the new parts in the process of which we have now repaired for the second time.
  The motorcycle was returned to OUR shop by ******************** with conditional terms on his part in order to have his motorcycle completed.
  ******************** stated, when the offer was presented by ***************************** to complete the motorcycle that he would 1) remove negative reviews posted on ******* ******** & Yelp 2) retract his threat to go to court 3) bring the motorcycle back to our business and he fully expected our business to absorb the cost for upgraded parts 4) additional labor fees to install the upgraded parts would not be paid by Customer.
  ********************** was vandalized
  There have been many questions raised to the validity of this statement. Although the general consensus is that much of the damage was incurred superficially and outside of any vandalization scenario, we were instructed through conversation that was had in order to limit our liability on any type of fraudulent claim, to continue with the work as requested by the customer.
  Said vandalized parts were not scratches as the vandalism claim stated, but were put on by a paint marker and wiped off easily. Including the supposed slashed tire, as ******************* claimed, that was actually, upon removal and inspection, two nails and a s**** that had flattened it. ******************* verified that he was aware of this discrepancy through text message after the tire had been replaced. However, because of the insurance adjustors authorization, those parts were replaced and upgraded. The alleged vandalized parts were very suspicious yet we proceeded to follow insurance instruction.
  Damaged several parts while removing them
  All parts that were removed (and subsequently Customer resold them) were damaged when we received them per vandalism claim and itemized parts approved by insurance.
  Cost Impact 7542.62-This is an arbitrary amount and does not coincide with any of the invoices or payments. No estimate from any other provider of service has been provided.
  Did you sign a contract- The Complainant states Yes on the Consumer Complaint form. There is not a contract or signed document with this customer in existence with **********************.
  
  In closing, the attempt of the ********* to discredit Slick Whiskey Customs with the unwarranted accusations has caused us to inquire whether there may be a pattern to Complainants actions. Upon deeper investigation, ******************* seems to have a bit of an unsavory character.From armed robbery to criminal trespass.
  
  The staff at Slick Whiskey Customs Performance Motorcycle Company, LLC has been a bit uneasy. We intend to complete the repair according to ************************* and return his motorcycle to him in the condition it was in prior to his said-vandalism incident.
  
  We believe that the ********* have utilized and exploited the fact that we are a new small, family-owned business and are dependent upon our good reputation to grow and prosper. Their online,social-media bullying tactics have been calculated and unwarranted as we are left to clean up the mess that they have made with their false-accusations.
  
  Thank you for your time and the opportunity to defend and explain our position,
  Sincerely,
  
  
  
  *****************************, Partner
  Slick Whiskey Customs Performance Motorcycle Company, LLC
  
   Attachments:
  Estimate of Record from *************************
  Estimate from Slick Whiskey Customs including Billed amount vs Insurance Reimbursement
  Advanblack Invoice showing ordered date of items that were known to be delayed delivery
  Email correspondence with Hogworkz regarding status of late delivery item and still yet to be delivered item
  Letter from ************************* dated 9/30/22 to your Complainant regarding non-authorization for repairs-Claim had not,at this point been authorized for repair
  BBB Duplicate complaint

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