ComplaintsforTitanium Powersports

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Although I received great service with buying the motorcycle. I did not receive great service when reporting an issue with the bike. I was getting the bike ready for bike week here in FL when my gear got stuck in 2nd gear. This happens with sports bikes not an issue. I took it to Kawasaki repair shop and tech stated it was missing a spring and the gear shaft was bad. It was repaired by the ASC warranty that I purchased. But here is where the problem begins. The tech noticed my back wheel was not spinning. The wheel was taken off and wow no spacer was on the bike. I called Titanium Powersports to tell them what happen. They replied " the spacer was on when we dropped it off too you. You must of lost it when riding. ". What do you say to that other then they have no clue what a spacer is. It short with no spacer on the bike it jacked up swing arm, barons, chain guard. I called again and asked for inspection paper work on bike. I was told no it's in paper work you received. I told them it's not they said we have it and the spacer was on the bike. They also mentioned that all their paperwork is in storage because I brought bike in 10/2021. Well that's only 5 month ago just produce inspection paper work if you really do have it. My opinion is that a tech take wheel off and made a very serious mistake and not put rear wheel spacer back on the bike. Titanium said bike was fine and they check the back wheel spacer. Well, they clearly did not when my shop notice it didn't. It could have been a serious if not deadly crash for me. Warranty doesn't not cover damage. I asked them to do the right thing. I was told I was rude because I said do the right thing. Even though they was the best buying experience I had. They are the worst ever in fixing problems. The shop owner Siobian F. also told me that I reported the claim wrong to ASC and I should have told them a different story to get my claim paid. According to ASC they have serval early claims from Titanium Powerspowers.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/04/21) */ Contact Name and Title: SIOBIAN F. Contact Phone: XXX-XXX-XXXX Contact Email: *****@TITANIUMPOWERSPORTS.COM Hello, thank you for your feedback. This is Siobian, I am one of the owners and have personally assisted you every step of the way, including addressing your concerns. The 2014 Kawasaki Ninja ZX-14R ABS you are referencing was purchased AS IS on 10/15/21 with 11,734 miles. You originally contacted me regarding this issue on 4/12/22 in which we discussed your concerns. You explained you received a clutch repair under warranty, as it would get stuck occasionally. You stated you were completely happy with your service. You continued to explain that clutch was repaired at the shop of your choice and during their test ride (after the repair) they noticed the back wheel not spinning and they found a missing spacer later. It's important to note upon speaking with ASC (today 4/21/22) the clutch claim began 3/14/22 - there was NO mention of the back wheel not spinning OR a missing spacer at this time. It wasn't mentioned to ASC until 4/19/22. ASC confirmed the current reported mileage on the bike is 12,061. During our multiple conversations I explained that this was purchased on 10/15/21 (6+ months ago) and it was SOLD AS IS. I explained that IF the spacer had been missing at the time of sale, you would not have been able to ride it 327 miles, as the back tire would not spin if the said spacer was missing. We test drive each unit personally prior to sale and there were no known issues. The tire was spinning correctly at the time of sale. I did not say "you may have lost it while riding, as a spacer does not just fall off. In regards to furnishing an inspection, I explained if requested, this would have been given to you at the time of sale and to please reference your records as I was not currently at the office to readily assist. Inspections are provided to customers upon request prior to sale. I explained that we have changed systems and I do not have an electronic copy from 2021 readily accessible. I also explained that previous year paper records are kept in a secured cabinet and I would need to access them later, as again - I was not currently at the office when we spoke. To better explain, prior to sale we encourage and welcome customers to have the unit inspected by a third party of their choice to ensure they are 100% comfortable with their purchase. Our documents explain the unit is sold AS IS. It's important to note, our company has had a total of 3 warranty claim request out of 1,000+ bikes sold in just under 3 years. This was confirmed and verified by ASC. We would not be able to continue to offer warranty if our reported claims were high. I sincerely sympathize with your frustration but this is not a request I can accommodate or take responsibility for considering the information available. This was purchased AS IS over 6 months ago and has been ridden 327 miles with no reported issues of a tire not spinning or a missing spacer. We will take this into consideration and continue to use this feedback to better serve our customers and community moving forward. Thank you kindly for your feedback. Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) ASC Warranty told me on 05/03/2022 they sold 45 warranties from Titantium with 5 warranty claims not 1000+ bikes with 3 warranty claims. Siobian did tell me over the phone " the spacer was on the bike when it left here, so if it fell off then it must had fell off when you was riding the bike" . This statement was how I determined that she didnt know what a spacer was or she thought I didnt know what a spacer was. Furthermore "AS IS" is in this matter doesnt cover Titatium because they either didnt inspect the bike properly, removed the wheel and didn't put the spacer back on, or knowly sold me a bike without a spacer. Siobian has refused to send me that inspection that she claims the inspection states that the spacer was on the bike. Therefore, the motorcycle was sold to me as something other then what I thought I was recieving. Hence the "AS IS " statematnt is not vaild in this matter because not having a spacer on a motorcycle can cause seriours harm and or death. Business Response /* (4000, 9, 2022/05/10) */ Hi *****, Thank you kindly for your response. Our inspection does inspect the tires, bearings and spacers and based on our inspection and test ride - the spacers were present at the time of sale. We test drove this bike prior to being picked up for delivery. There were no known issues at the time of sale and it passed our inspection. The tires were spinning and functioning properly also. The issue you are experiencing began long AFTER the sale. We cannot account for what happens once the unit leaves our lot or enters another shop. We sincerely apologize for your experience but the bike was sold "AS IS" and the spacers were present at the time of sale and test ride. Consumer Response /* (4200, 11, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand " AS IS " but it doesn't protect you in the case. SIOBIAN states that she has the inspection but refuses to send me a copy. I do not have a copy of that inspection. But what I do have are photos and a report from Kawasaki stated that there was never a spacer on the back wheel. In fact the tech also stated that the spacer was MISSING FROM BACK Wheel. I again never recieved a copy of inspection stated that the spacer was inspected. A rear wheel spacer can not just fall of a motorcycle. It was never put back on the rear wheel or you didn't do a proper insection and sold an unsafe motorcycle. Again "as is" does not protect you from liablity when I in fact didnt recieve what I thought I was recieving a safe motorcycle. Please send proof that this inspect was done ? Why haven't I recieve this inspection that you said was done? Business Response /* (4000, 14, 2022/05/13) */ Hi *****, I have emailed you a scanned copy of the inspection along with photos of the bike, which confirms the spacer was present and the bike was functioning properly at the time of inspection, test ride, and time of sale. Again, the "missing spacer" and back wheel not spinning was NOT reported until 4/19/22. I sincerely sympathize with your frustration but the spacers were present. Consumer Response /* (3000, 17, 2022/05/14) */ ***Document Attached*** Thank you for providing me with pictures and copy of inspection. I attached those pictures and your inspection. If you look at the pictures you provided you can see in your pictures the spacer is install incorrectly and left spacer is missing. I'm further going to attach your video. Further more statements provided buy Kawasaki technician who viewed your pictures and video. Again you either didn't inspect the bike properly or knowingly sold me a motorcycle that was unsafe and could have killed me or severely injured me due to improper inspection of the rear wheel spacer. Below are is Kawasaki review of your pictures and video : Could you send that video to my email? The decompression through text gives horrible quality. But in the pictures, you can see the stud on the rotor looks like it is hanging just over the swing arm. I got a second opinion on it as well from the other service advisor (who used to be a teacher at MMI) and even he says that you can see there is improper spacing and that the studs are overhanging the swing arm. And we just reviewed the video. It is missing the spacer on the left side of the rear wheel. The one on the right is clearly visible in the video, but you can't see a spacer on the left. You can also tell just how close the sprocket is to the swing arm in the video, which again, is showing improper clearance/spacing. - Zack G. Service Writer Fun Bike Center Lakeland ************* Business Response /* (4000, 19, 2022/05/17) */ Thank you again for your response. Our technician is certified and worked for Kawasaki race team and has over 25 years experience in the industry. At this point there seems to be differing opinions. It's important to note, a service writer and a service technician are very different in terms of roles and hands on knowledge. Regardless, our inspection states that the spacer was present at the time of sale and the unit was sold as is. It's important to note, we always offer and recommend customers to get a third party inspection prior to purchasing for added peace of mind. Based on our vehicle disclosure document, you declined that option. I have uploaded that document for your review as well. The photos provided are also the photos you saw on our website when making your purchase and you proceeded based on those photos. I cannot honor your repair request as our documents show that the spacer was present at the time of sale. Consumer Response /* (4200, 21, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pictures and Videos don't lie. It's very clear the spacers was not on the bike. The Pictures are clear. Techicians who love and know there jobs can see the left spacers was not on the bike. The inspection was inked in pen. You could have very easily write whatever you wanted. I'm questioning your honesty vs money. As is dosen't mean unsafe. The left spacer is clearly not on the bike. You know what a left spacer looks like. In the video when it was being delievered to my home the left spacer was not on the bike. Please lets just do the right thing for the customer. If your tech being in the business for 25 years then he knows from the picture and video the left spacer is missing. I also question Fraud because I do believe youy knew left spacer was not on the bike but it was good enough to sell for someone else to fix the problem. This is my opinion of the event. But I have CURRENT techicians, service manager, and service writer from Kawasaki who analyzed your photos , videos, and the physical motorcycle itself. To determine the left spacer was missing. Business Response /* (4000, 23, 2022/05/19) */ *****, I have provided everything you've requested and yet it is still not enough proof for you. You have continued to accuse me of malpractice, despite my efforts to assist you. If your argument is "the spacer is clearly missing from the motorcycle based on the photos and video" then you are admitting you purchased the motorcycle knowing a spacer was missing. These were the photos provided to you prior to purchase, as you personally elected not to visit the dealership. Again, our records indicate the spacer was present at the time of inspection, sale, and delivery. If you refer back to our previous conversation, our inspections were not electronic at the time - which explains our inspection being hand written - which also explains why I couldn't provide an electronic copy immediately, as this had to be obtained from our locked filing cabinet. I cannot continue to argue the facts. If your OPINION is that they are missing in the photo then you are stating you knowingly purchased this without said spacer. However, based on our documents and our expert opinion it was present at the time of sale. It is also inaccurate to say you can ACCURATELY diagnose the spacing of the swingarm from the video. The facts are as follows: - This was purchased on 10/15/21 (6+ months ago) and it was SOLD AS IS. I explained that IF the spacer had been missing at the time of sale, you would not have been able to ride it 327 miles, as the back tire would not spin if the said spacer was missing. - There was NO issue or mention of the back wheel not spinning OR a missing spacer until 4/19/22. ASC confirmed the current reported mileage on the bike is 12,061. - The inspection clearly states the spacer is present and the tires were like new. - We test drove the unit with no known issue prior to delivery. - You signed and acknowledged the vehicle disclosure document. Again, I sincerely sympathize with your situation but there is nothing else I can do to assist you. Consumer Response /* (4200, 25, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can ride on one spacer.There was improper spacing of the right spacer. The left spacer was missing. I believed you when you told me the bike was in fine working order. I didn't at the time of purcharse know what I was looking for in regurads to the spacer. I trusted you as a professional shop to properly inspect this motorcyle. You also stated the spacers was on the inspection. But in the pictures and video it shows no left spacer and improper spacing of the right spacer. You have done nothing to try and help me resovle this issue. You simply said "the spacer was on the bike when it left my shop". It fact we already proved the spacer wasnt on the bike when the video you providered before delivery to my house. So again its knownly selling a bike without a left spacer or improper inspection of motorcycle. Facts are the left spacer wasnt on the bike when it got to me. IF I was a bike mechanic for 25 years then I would had pick up on it. This is why the maker of the bike Kawaskai analyzed the bike, pictures, and videos to determine the reason for the damages.

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