Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dealt with this company a few years back to fix my bikes. Had a good experience at the time and decided to come back. There must have been a change in management since the last time as the service was absolutely horrible! DO NOT DO BUSINESS WITH THESE PEOPLE! They are the most unprofessional company I have ever dealt with! My bikes were picked up nearly 3 months ago to be "fixed"...after several phone calls to THEM (never them to me) asking for the status of my bikes, I was told that both of my bikes needed motors. Mind you the motor on one of the bikes had just been replaced a year ago and the other was purchased brand new and was not driven more than a handful of times. Oh and garage kept at that! After much back and forth they finally agreed to bring my bikes back since I totally disagreed with their analysis and was getting the run around. They showed up to my house unannounced and dropped my bikes off at the top of my driveway without my consent LEAVING THEM THERE FOR ANYONE TO STEAL. My bikes were brought back MISSING PARTS and now have EXTENSIVE CORROSION. As I stated before, my bikes were garage-kept so they were never in the elements prior to coming here. If you are looking for a trustworthy, professional, knowledgeable mechanic - THIS IS NOT IT! They are only out for a money grab and have no idea what they are doing or how to properly fix on anything. Everything will end up needing the most extensive work dealing with them! I am requesting a refund and my missing parts to my bikes returned and/or replaced ASAP. These people held my bikes for 3 months, took $200 from me for absolutely NOTHING.

  Business Response

  Date: 04/22/2025

  Rock City cycles picked up 2 EGL ATV's from the consumer on 7 February 2025. A diagnostic fee of ****** per vehicle was collected. It was determined that there was no compression in either of the motors of the ATV's. The consumer was informed of the repair requirements. Both ***'s required new motors. He stated that he had purchased one of the ATV's from Rock City Cycles. After considerable research it was determined that that was not the case. *** informed the customer that we would take the ***'s back to the manufacturer to see if there was any remedy for the consumer. Because of the current strain on US and China relations, it took several weeks to get an answer from the manufacturer. They declined to pay for any repairs on the ATV's. *** contacted the consumer with the results and he decided that he wanted the ***'s returned to him. *** only collected a diagnostic fee, which is non-refundable. The batteries were dead when the units were picked up, so the dead batteries were not returned with the units.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23208935
  
  I am rejecting this response because: when is it ever ok to just take parts off a client's bike? Even if the batteries were dead, they should have been returned with the bikes since the shop did not complete any work on them. Those batteries are under warranty which could be easily swapped out. My missing parts need to be replaced/returned asap.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/22/2025

  *** will return dead batteries to Rock City Cycles **** in ******* ****************************************. They will be available after 4/23/2025 during normal business hours Tuesday through Saturday 10-4p.m.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23208935
  
  I am rejecting this response because: I did not drop my bikes off at the ******* location.  My bike were picked up along with the batteries and should have been returned with my bikes. Why should I be further inconvenienced and have to drive nearly an hour out of my way for your incompetence? My batteries should be returned in the same manner they were picked up. To my home. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing a complaint against Rock City Cycles regarding my motorcycle, which was sent to their shop on July 26, 2024 for repairs. As of today, no work has been completed on my bike, and I have received no satisfactory updates on its status. Given that no repairs have been performed, I believe it is unreasonable to be charged for the return of my motorcycle. I request that my bike be returned to my home without any fees for the incomplete work. I would appreciate your assistance in resolving this matter promptly.Thank you for your attention to this issue.

  Business Response

  Date: 10/19/2024

  ******** *****

  Rock City Cycles picked up a wrecked 2020 ***** Rebel on July 26th. Rock City cycles performed an appraisal of the damages and sent the information to **********************************, ****** A check was issued to Mr. **** on July 22nd. for the repairs. Rock City cycles received a supplemental check on August 12th. The supplemental check was written to Rock City cycles and Mr. ***** When Mr. **** contacted Rock City Cycles for an update, he neglected to say that he had already received payment for the repairs of the motorcycle, minus his ****** deductible. On October 15th, Mr. **** informed Rock City Cycles that he didn't want any repairs done on his bike. Rock City Cycles let Mr. **** know that the fee for pick-up and inspection would be $******* A $****** fee is the standard for insurance claims. If he chooses to have the bike delivered back to his home the fee would be an additional $100.00.

• Initial Complaint

  Date:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my motorcycle to Rock City cycles back in June 2023 for them to sell. I signed the consighnment form and they gave me a copy. They requested a signed title to which I reluctantly complied. I also handed over the key on a rubber Atlanta Harley ******** key chain. Nine months later I drove to ******* to inquire about my bike at which time one of the owners told me they had an offer on the bike but didnt think I would accept the offer. I reminded him that I called several times and left messages that I was always flexible on the price. In the eleventh month of the consignment I decided to pick my bike up, I had another bad feeling about Rock City not communicating with me and the fact it was almost a year that my bike was being consighned by them. When I got there my front tire was flat, my gas tank was empty, and my battery was dead. So I asked for my title, the signed title, and the key, after I got home. This bike doesnt need a key to rideit, only to lock it. They told they lost the title AND the key. So I was reminded that I owed a 150 service fee, which they offered to take 50 dollars off for me to buy a repacement tile and for my gas money but not for a repacement key. *** not do business here under any circumstances . I have documents that I can provide

  Business Response

  Date: 06/11/2024

  Unfortunately, when we take a motorcycle in on consignment, the bike doesn't sell as soon as the customer would like. When we take in a bike on consignment, we request a copy of the title. Not signed. I personally took this particular bike in on consignment and the customer was adamant about not giving me the title. The customer was concerned that the title wouldn't be safe with us. We have three locations in the ************* area and we often move the motorcycles from one location to the other. The motorcycle was moved to our ******* location, the showroom is larger and has more visibility. The motorcycle didn't sell, so the customer decided to pick up his motorcycle. The motorcycle's gas tank could have been low, but not empty because we ride the bikes to make sure they are in good shape. The customer says we have the fork lock for his bike. Again, I took the bike in and I didn't receive the fork lock. There would be no reason for me to take the fork lock. We sell a lot of motorcycles on consignment and the majority of people are happy with the results, we're sorry that this particular customers experience was less than stellar.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21795446
  
  I am rejecting this response because:
  I brought my original title to one of the owners in ******* on 6/24/2023. She asked me to sign it and I did, but I signed it reluctantly, thats all. I turned over the fork lock which also is the key that can lock the key switch but you dont need it to start the bike unless the bike is previously locked. My bike was not previously locked when I picked it up. I realized that they didnt give me the key later that evening. I just ordered a set of keys from *********** ****** out of ******. They held the bike almost a year and told me they had a buyer for the bike but they never called. I indicated to their employees that I was flexible on the price. The owner told me he had an offer for 7600 dollars. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/13/2024

  Rock City Cycles took responsibility for the lost title. RCC paid the customer for a replacement title. RCC even paid the customer for his gas to come to the shop to retrieve his motorcycle. The fork lock is still a mystery. We don't have it. We're not sure what the consumer requires at this particular moment.