ComplaintsforPCP Motorsports

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 24 KTM 890 Adventure R in January. I bought the "Tech Pack". The bike has a "demo mode" that last for 620 miles. (I want to add they originally called me about the bike being available i put down a deposit to hold the bike i told them i wanted the tech pack and they said they would reach out when the bike was ready they call maybe the next day to saybthe bike was ready we agreed to pick it up Thursday driving from ******** to ********** i told them id be there before closing because I had thongs to do around 1pm i called them saying i wouldn't make it that day and id come up in the morning. I showed up right after they opened. After the salesman(*******) gave me to the paperwork guy he said "The bike will be ready when you're done here". The bIke wasn't ready for another ***** minutes later after 15 minutes of paperwork (They called me Wednesday saying the bike was ready.) After this they inform me that even though I purchased the Tech Pack I would still have to go through the demo mode. The bike was advertised with navigation, music and phone they fail to mention the 200$ Bluetooth module you need to purchase. They ordered me a Bluetooth device I live 2 hours away they sent it to me said its easy to install, all I need to do was install it and it would work. There was no option on my screen before I installed the device for phone pairing, nothing so once again I have my doubts.I install it and just like I thought it did not work.So I call them they make it seem like it's not a big deal and they offer to pick it up.I was close to my 620mi which requires a service so I told them I'll just get it fixed closer to me. When I told the service tech here he said the demo mode should not have been there because I bought the Tech Pack. I called another dealer they said the same thing if you purchase the Teck Pack there is no demo mode. They sold this thing to me based on a lie and they knew something was up that day but just rolled the dice.

  Business response

  03/07/2024

  Spoke to ***************** on 3/1/2024 about his KTM890ADVR. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Listed a product for a certain ***** then said that the price was invalid after saying that it was indeed the correct pricing. Different employees giving different pricing and scaming/lying to gain more cash from customers. Adding things on pricing quotes that are not even related to customer purchase. Extremely rude staff that does not want customers to catch on so at the hint that they are will ask you to leave and put you on a no sales list

  Business response

  11/30/2023

  Our sales manager reached out to the customer on 11/30/2023 and cleared up the issue.  This matter should be resolved and we look forward to working with the customer in the near future.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my brand new bike here a few months back.I booked and told service **** that my accessories were in and needed to be installed while the bike is there for service. I drop my bike off for the service appointment. First off they tried to ***** me for the first service $650+ was the quote. They said the computer might be overestimating for the service. I said ok and assumed it would be less when its done and I pick up the bike. I called two other dealers to check and they quoted me $330 for the service. Same exact 600 mile service. I get a call the bike is ready. I ask if they installed the accessories and they guy is acting like he doesnt know. So he said he will check on that and get it installed. I said I would pick up the bike in 3 days so they have time to do that. I go to the counter and the guy tells me the cost and its still $600. I said I got a quote from the other dealers who said its only $330 for the same service. He ignored me and just read off what they did like I didnt already know. Refused to price match the other place. Like seriously gouging customers! Charging double than other dealers in town for the exact same service. I would think they would be fair to customers who bought bikes there. I then asked about the accessories and of course he had no idea what I was talking about. He found them sitting in the back. Said I would have to schedule another appointment to install them. I begrudgingly said ok Ill come back next week. He tried to tell me he will found out how much it costs for the labor and I told him its supposed to be no charge. Those accessories are supposed to be pre-installed with the bike because I already paid for it in the price and the set-up fee costs. He said he will look into it. So I had to leave without my accessories which Ive been waiting on for 3 months since I bought the bike. Their lack of communication, customer ********************** and integrity has now cost me so much time, stress and money for absolutely no reason.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2021 KAWASAKI 250, purchased January 22, 2021 from PCP MOTORSPORTS. Along with a warranty in the amount of $1099.00 and KAWASAKI $9200.00.My son had only had the bike for about a mont, and while he was riding the track the bike stopped running. On 3/17/2021 dropped bike off at the dealership PCP Motorsports, after service tech inspected they found severe engine damage due to broken clutch plate. Which is now a recall on the 2021 KAWASAKI 250. *** rebuilt engine per KAWASAKI and used 2020 clutch plates to remedy problem. See work order #*****. *** had the bike from 3/17/21 to 5/1/2021. Also when we picked up the bike we took it to our local tracK to break it in. With minutes my son noticed it was leaking oil. So load up and go right back to *** where we found out they forgot to put in a seal. Then my son is on the track and the top end is making a lot of noise when from the engine, with only (21 hours on the *** engine rebuild.) Things just are not right from day 1 with the bike. I had to pay $100.00 just the service tech to inspect, found the top end has excessive wear on and camshafts. I told him your mechanic (***) is the one who rebuilt the engine from KAWASAKI who supplied all parts for the rebuild. Then (***) told me they needed $800.00 to further tear the motor down to see if there is further damage and if the after market warranty that *** sold me will cover damage. This is clearly the service tech mechanic at *** who left part off the bike and is in writing on their repair order #*****. States clearly tech inspected top end of engine found the top end has excessive weaR ON THE *** JOURNALS and found that a shim had come loose and possibly fell down into the lower case. At this point lost all trust in *** and took it to our local mechanic, after the tear down there was not one shim missing all four were missing. So as of today my son is still not riding his bike we purchased paid in full $10,100.00 to ***

  Business response

  01/13/2022

  ****************** dropped off their 2021 KX250F on March 17th 2021 for an inspect and report for possible engine failure. Upon inspection and partial tear down, the technician found the engine had skipped time and suffered catastrophic failure. The cause of this failure was a broken clutch fiber plate which after conversation with a district service manager for Kawasaki, was a known problem. This particular issue has since been addressed by Kawasaki and now become a factory recall (MC21-02) which is applicable to ALL 2021 KX250f and KX250x's. With that taken into account, Kawasaki agreed to rebuild the engine from the crankshaft up at no charge to the customer. Keep in mind this bike is a competition model and carries no warranty. 
  Due to the extensive nature of this repair and current supply chain delays from overseas, it was disclosed to the customer that completion of this repair, could be 1-2 months. After receiving all of the parts and completing the rebuild, the engine was heat cycled and valve clearance verified to be within factory specification before being delivered back to the customer. During the exit of the valve inspection an o-ring which seals the spark plug hole within the valve cover, became pinched causing the oil leak which went undetected. The leak became apparent on ********************** first time at the track at which time he called and was urged to bring the bike back immediately. ****************** was prioritized at arrival and we quickly found the problem. The leak was fixed within an hour and ****************** was called to pick up the bike again, and again, there was no charge to the customer. These repairs were completed on or around May 1st 2021. 
  Fast forward to July 22nd, the ****************** returned to PCP with a concern of "top end noise." Upon inspection, the technician found one of the valve shims had become dislodged from the retainer and missing as well as excessive wear on the camshafts and camshaft journals. The engine also showed signs of a lean running condition. It was recommended to ****************** that we complete an engine tear down to not only find the missing shim but to also look for any additional signs of damage or wear. The customer declined any further work saying he would take bike somewhere else. The valvetrain and covers were loosely re-assembled to make for easier transport and the customer instructed to NOT attempt to start the engine. Based on the information found on the aftermarket run time hour meter, the engine had 21 hours put on it since the rebuild. This is a full 6 hours past the factory recommended valve inspection and the customer admitted that he had not completed any sort of inspection or service beyond air filter cleaning and oil change. 
  With any new engine or engine rebuild, there is a break in procedure and crucial maintenance intervals that should be followed to ensure maximum performance and reliability. This is especially important on motorcycles that are designed and being used for racing as in this particular case. As the service manager of PCP, it my feeling that if a valve inspection would have been completed at the factory recommended 15 hour ****, this failure/damage could have been prevented. 
  

  
  

  Customer response

  01/24/2022

  I am rejecting this response because:

   

  The bottom line is the bike had problems from the beginning and their service tech left parts out, in which would eventually cause damage.  PCP admitted they left a shim out in their work order.  So they failed to take care of the customer.  This bike was in warranty because it was at PCP within the 60 days, and that is why (Kawasaki) the factory manufacturer warranted the engine rebuild.  Then PCP MOTORSPORTS left out parts ( service tech).
   I left out in my original claim,  the battery was bad when we bought the bike but had to pay upfront 250 dollars for them to double check in which it was bad and then took two months to get that money back.

  
  

  Business response

  01/29/2022

  ******,
  
  There seems to be a misunderstanding on Mrs. ******** part possibly due to a lack of mechanical knowledge. When the engine was rebuilt there were no parts left out. The engine was heat cycled multiple times and valve clearances verified before it was delivered back to the customer. If a valve shim was left out, the engine would not have survived the 21 hours that it did. This failure would have most definitely been prevented if the customer had completed a valve inspection at 15 hour **** as dictated in the Kawasaki Periodic Maintenance Chart. What we admitted, better yet disclosed to the customer post inspection, was that the top end of the engine was loosely re-assembled simply for transportation. Also noted on repair order *****, that the engine was not in running condition and would need further tear down. 
  

  It also worth noting that this bike is a competition model and carries NO manufacturer warranty and there was NO factory recall issued at the time of initial failure which means, this repair would normally be an out-of-pocket expense for the end customer. On top of that, clutch components are considered wear and tear items, therefore the damage would have not covered any normal warranty. However, I personally contacted my district service advisor for Kawasaki after that initial inspection and tear down, stating our findings. It was agreed at that time, that Kawasaki would cover the entire repair under good faith. To say that PCP failed to take of the customer is simply, not true. Both PCP and Kawasaki USA did more than their part to take care of the customer.
  

  As far as the battery goes, there is protocol which needs to be followed in filing a battery claim. This required us to charge and load test before deeming it bad and in need of replacement. Keep in mind that batteries are also considered a wear and tear item and not typically covered under any factory warranty.  Remember, KX250F is a competition model and carries NO manufacturer warranty. Again, I personally contacted my representative for Kawasaki and was able to have them cover the replacement. Because ****************** wanted a replacement on the spot, we required him to pay up front. That transaction took place on 2/12/21. A refund in full was issued exactly 17 business days later on 3/9/21. Not the two months that ******************* is claiming. 
  

  
  

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