Complaints

This profile includes complaints for Pete's Cycle Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pete's Cycle Company

  7511 Belair Rd Baltimore, MD 21236-4102

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  Pete's Cycle Company

  800 Ritchie Hwy Severna Park, MD 21146-4198

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:01/21/2025

  Type:Billing 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 saw a dirt bike with the listed price of $3,799 on the store floor. When I checked my final receipt I was charged $4,029.00. And there was additional hidden fees Freight $300.00 and assembly of vehicle $320.00. I never saw the break down of the cost until after I swiped my card and left the property. When I ask them how the price got from $3,799 to what it was I was told taxes and title. Any of those extra charges should of been included in the original sale price not added after I sign. They hide these charges and advertise a lower amount and add it later to rip people off. The product was not delivered so there should be no freight charge on my end and the bike was put together when I agreed to purchase it so why would I have to pay for either of these things. I would like $850 returned to me for the false advertised price of $3,799 they charged $4,029.00 so $230+ freight$300+ assembly $320 for a total of $850.00.

  Business Response

  Date: 01/25/2025

  We are really surprised by this complaint.  The customer was aware of the all of the pricing.  The pricing was fully disclosed and agreed upon prior to the the customer paying for the vehicle and signing all the documents.  Several of these documents were signed by the customer as well reflecting the pricing.  Intitially the customer informed us they would be paying cash for the vehicle but was then changed to using a credit card and that is when they were informed of the additional charge for using a credit card.  The document that the customer is shown the pricing has been attached.  It lists the cash price initially and lists the change next to it for the credit card fee.  I have also attached the bill of sale that the customer signed showing all the pricing and the additional extended warranty that the customer agreed to add.  MD title application and the credit card slip signed.  I have also attached a screen shot of our websites that discusses additional fees for taxes, title, registration, destination/freight to the dealer from the manufacturer, etc.

  So as you can see the price went from $3799 to $4029 based on the credit card fee.  The freight fee that is mentioned by the customer is the fee that the manufacturer charges to ship the vehicle from them to the dealership, this does not have anything to do with delivering the vehicle to the customer.  The assembly fee is for uncrating assembling and prepping the vehicle for sale as the vehicle is shipped from the manufacture in a crate and has to have some items assembled, fuel, oil and battery added and tested to make sure all components are working properly and safely.  None of the manufactures allow us to give a vehicle to a customer in a crate.  All of these fees were disclosed to the customer prior to them agreeing to the purchase.

  All of the points of contention were addressed prior to the customer agreeing to the purchase, signing any documents or paying for the vehicle.  All signed documents were provided to the customer before they left with the vehicle.  All new vehicles that are sold by this dealership have freight, assembly, dealer processing, taxes, title and registration charged.

   

• Initial Complaint

  Date:09/07/2022

  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.

  Worst customer service I have ever experienced. Purchased a brand new Can-Am ATV in April. We were able to use it twice before it caught on fire from the break line melting, due to the motor overheating and brake fluid leaked onto the exhaust. Or, at least that's the reason they claimed it caught fire. Brought it into their service department for them to have it for 2 months to replace a break line. Finally get it back, the motor overheats and now it no longer starts. We take it back to them only to be told Can-Am was "hacked" and they can't proceed with any service related issues until their website is back up. They have had it 3 weeks and state it may be another 3 weeks. This is absolutely insane. Nearly 12k spent on an ATV and warranty we can't even use. They play absolutely dumb when we call to inquire about it. I would never recommend them. Refused to return our calls, refuse to trade the product.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/09) */ The ATV was purchased on 3/10/22. It was dropped off for service without an appointment on 6/9/22. We understand the reason an appointment was not made was because they had trouble with their recently purchased ATV. At this time of year our service department can have a backlog of work of four weeks. Customer stated they were riding the ATV around their yard and noticed a lack of brake pressure from the brake lever on the handle bar. The customer stated that they pulled the brake lever again and noticed fluid spraying from the brake line and the fluid leaked onto the hot engine and ignited the brake fluid. The customer noted that the only damage they saw was the brake line and a vent tube. We contacted Can Am on 6/24 and started a service case to proceed with warranty work. We spoke to the customer the same day. Customer called on 6/27 to have us order the parts needed while we waited to hear back from Can Am. We followed up with Can Am on 6/27, 7/1 and 7/5 requesting that someone from Can Am let us know how to proceed. On 7/5 customer was informed that we are still awaiting a reply from Can Am. On 7/6 Can Am updated the case to replace the damaged parts and to also verify there is not a leak from the exhaust system. The customer was again updated the same day. On 7/13 we notified the customer of additional parts needed to be ordered per Can Am. The customer called to check the status on 7/26 and they were informed we will have the parts replaced by the following day. On 7/27 the customer was informed that the parts have been replaced but we have found the ATV to be running extremely hot. We updated Can Am on 7/27 that the ATV seems to be running extremely hot and asked how we should proceed. We were on hold for 45 minutes trying to talk to someone at Can Am and they disconnected the call. We asked for Can Am to call and discuss the hot running temperature on 8/3. The customer was informed on the same day that we are still waiting to hear back from Can Am. We were able to compare the temperature difference between a brand new Can Am ATV of the same model and the customers. Our testing was clear that the customers ATV was running hotter than we believed to be correct. The customer against our recommendations picked up the ATV on 8/4 before we were able to completely address the running hot issue. The customer has brought the ATV back on 8/22. The customer stated that they had to place a towel between them and the ATV seat because it was running so hot. They also stated the ATV will run for approximately 15-20 mins before it begins to bog down and shut off and will not restart until it cools down. We have once again been in contact with Can Am on how to resolve the heat issue. As of today, 9/9 we are in the process of making the repairs that Can Am has advised us to make. We are confident that we will be able to get this issue resolved and the customer will have their ATV back working properly. We do understand that the customer did not cause these issues and we are sorry that they are having trouble with their new ATV. We are following the proper channels to have the ATV covered under the warranty from Can Am. We do wish that this situation could have been resolved in a quicker time frame but as you can see there were several long delays waiting to hear back from Can Am to resolve the issues with the ATV. The customer also knowingly took the ATV before we were able to completely address all the issues. We have never refused to call the customer. There have been times that we have spoken to Mrs. **** and there was also a gentleman involved. Sometimes having more than one person involved messages to do not get relayed. We are not sure if that was the case in this situation. The updates obviously did not happen in a timely manner but as you can see we were waiting for response from Can Am. We also never refused to trade their ATV towards another ATV. We always accept trades. We would also still take their ATV on trade. To make things worse Can Am's system was hacked on 8/6 and is still not operating at full capacity for us to utilize the items that they can advise us on. This has only compounded the difficulty in communication.

• Initial Complaint

  Date:08/26/2022

  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.

  Purchased my husband bike 6/12/21 salesman was awesome and staff during sale my husband wanted a SC project exhaust but was pushed not to purchase because ducati deals with akrapovic exhaust so he purchased it with bike total cost $32,439.44 fast forward to getting exhaust put on had major issues and bike say at shop for almost 3 months reached out to ducati and they stated they have some dealerships that sell many exhaust & some that don't so I picked the one that didn't so long story short ducati had to teach these techs on how to properly submit a code for exhaust thinking that was going to be the only issue nope first oil change they missed putting on a screw but caught it before I left they fixed it (2) time I had clear clutch plate put on picked up bike but got home realize there again forgot to put screw on my brake reservoir so I was told to put zip tie to hold it (3) brought it for oil change & again another screw missing resulting in my fairing being scratched Ducati took care of that and gave new one (4) had to bring bike back to have them replace scratched part Ducati paid for tow back got bike back rode it next day a few gas light comes on brought it back home abd immediately called to get it towed to Coleman Powersport Fairfax Va .. did a diagnostic check come to find out my exhaust and clutch was installed wrong and also found out the fuel pump to have bent tab to connector and they tried to see if they could fix it but the fuel gauge was still inoperable ( clutch components were improperly installed, clutch pressure plate bearing was not fully seated causing slippage also fuel pump power plug was loose .. ducati would not cover warranty because they said it was an aftermarket part which I'm also wanting to put complaint with Ducati North America but it only allowed me to put one company in this complain total price $2632.50

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/02) */ We have reviewed the claim by **** **** and there are some discrepancies. The motorcycle was purchased in June of 2021 and brought back 7/12/21 to have an exhaust system and additional accessories to be installed. At this time the motorcycle had 327 miles on it. On 7/14/21 we notified the customer that the accessories were installed but could not complete the exhaust system as Ducati was having a problem with the software to download the tune required for the exhaust. We informed the customer that it will be several weeks before Ducati has the issues resolved. We recommended he pick the bike up and bring it back once Ducati has the software fixed. The motorcycle was picked up on 7/30/21 by the customer. On 8/10/21 the motorcycle was dropped off to have the exhaust and tune installed as well as the first service. At this time the motorcycle had 757 miles on it. The exhaust was installed on 8/25/21. We did have issues with getting the tune downloaded and Ducati helped us with the process and everything was completed on 8/30/21. As you can see in the above timeline the motorcycle did not stay here for "almost 3 months". The first two instances of a missing screw we do agree with and apologized to the customer. The customer told us it was not a problem and still told us how happy was with all the work we had completed. The customer even went out of their way to purchase beer for the guys in the service department as a thank you. Now the third instance of the screw missing we do not agree with. On 5/10/22 the motorcycle was dropped off for an oil change with 2244 miles on the odometer. It was completed on 5/11/22. The customer notified us when they got home that there was a screw missing. The screw that was missing was not a screw that we would have removed during the work that was completed at that time. It was simply not in the scope of work that we completed. The customer contacted Ducati and they authorized replacing the part that was scratched. The customer had the option of taking it to another dealer to have the part installed but he was still happy with the work we were providing and elected for us to replace the scratched part. The customer dropped off the bike on 6/17/22 with 2555 miles on the motorcycle. The part that Ducati sent was incorrect. We received the correct part and it was installed on 7/13/22. The motorcycle was picked up on 7/18/22. At no time during his previous visits or after did he mention in issue with the clutch, exhaust, or the fuel gauge. If the customer would have informed us of an issue while it was in for service or after it was picked up we would have checked it out and attempted to remedy the concern. We offer a 30 day warranty on any work that we complete. It has been nearly a year since the items in question have been installed and nearly 2000 miles. If the work that we had completed was not proper the issues would have presented themselves immediately. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response but Ducati yet again has resolved the issue at hand and no longer need to further my complaint now that Ducati North America has taken care of all issues pertaining this dealership