ComplaintsforFreedom Cycle

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a client with Freedom Cycle for over 10 years and have been very happy until now. I have trusted them with all my bikes for services and inspections. My recent experience was not the case and I'm very disappointed with the service department on how they handle a complaint. I was misinformed and was not explained fully on what type of services they performed on my Raptor. Sad to see a very reputable bike shop gain $1000 bill for service they did not perform and lose a client. I spoke to ****** in several occasion about what was done to the ATV and he changed the story many times. It was handle very poorly. The issue was escalated to the "manager" ******* and he did not offer a resolution other than "we can get cheaper parts to save you money " for a mistake they made to rectify the issue. Very very disappointed

  Business response

  12/15/2021

  ******* dropped off his atv on September 23, 2021.  He stated that the atv is leaking gas from one of the carburetors and the clutch is kind of stiff.  We wrote up a repair order as a "Inspect and report running issue" Upon initial check, the technician noted the compression was within manual specs, charging system checked at 14.2 (noted on back of RO) oil was low barely on the dipstick, carburetors were leaking, backfires when running and needed carb spray in order to get it to stay running, the air filter was not hooked up.  Customer approved the carburetor clean and re-jet job along with the oil change.  Job total was $998.19. We installed fairing and lubed/adjusted clutch cable at no cost. Customer picked up unit on Oct 12, 2021.
  
  Then 50 days later on December 1, 2021 the customer drops the atv back off stating that the fuel is leaking from the carburetors again and the battery (purchased at ********) won’t stay charged.  Technician started unit and let it run for 10 minutes but did not see any fuel leaking.  We charged the battery and tested it (see RO attached) and it tested ok.  At this time we checked the charging system and it failed.  We commended replacing the stator and voltage rectifier.  At this time, the customer demanded his money back on the first repair order.  Customer signed off on the repair orders that state what the customer wanted us to perform.  We did just that.
  
  We understand this is frustrating, however we cannot predict when electrical parts will fail.  The system was checked on the first repair order as noted.  We value our long time customers and will offer a $100 instore credit a sign of good faith.  Manager offered aftermarket parts to reduce the cost of repair, customer was not happy with this offer.

  Customer response

  12/15/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********

  I am rejecting this response because the first time I dropped off my ATV the representative ****** suggested that an inspection 34.0 (I believe this is what they call it) was suggested in order to identify ALL issues which they did not performed. *******, the manager agreed over a phone call there was in fact a missed communication on their part and he was sorry. I am still out almost $1,000 and $100 store credit is not acceptable. Within 1 day of picking up the ATV I called ****** again with the I issues I was having and he stated the 34.0 inspection was not performed. I even mentioned about traveling for work for the next couple months and ****** said it was not a problemand just to bring it in at my earliest convenience. 
  
  
  Regardless, They are stating gas leak was fixed but it was leaking still the day I picked it up on December 14th. ****** at some point mentioned it may have just been an overflow but here we are over 2 months later and it is still leaking. I’ll be more than happy to send a video showing its not fixed. Wether the inspection was performed or not what I paid for is not fixed so I do believe a full reimbursement is the best way to solve this matter.
  
  CorrectI signed off on repairs believing this is a trusted local motorcycle repaired and not having any issues in the past I didn't have any reason to not take the ATV. 
  
  Regards,
  
  

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

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