ComplaintsforNaults Enterprise, Inc.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new 2022 Kawasaki KLX230 Motorcycle on 8/11/22, During the first ride on 8/13/22, I had issues with it bogging down and shutting off by itself. I rode it again on 8/14/22 and it continued with the same issues. I did not attempt to ride again until 8/20/22. It would not start. I had driven it for 49 miles. I took the motorcycle back to Naults on 8/21/22 and left it with the Manager, Kevin, and explained the issues who assured me that the service dept. would look at it on Monday. I called on Tues. and was told by Mike that they had not had a chance to look at it but had some ideas as to what it might be. Mike also said they are shorthanded and didn't know when they would be able to get to it. I waited until Thurs. and called Ray, Finance Officer, to let him know that I needed the motorcycle and wanted to know when I could expect the repairs to be done. He said he would check into it and let me know. I told him I needed to know by noon on Fri. because I had plans to ride with my daughter. I have not heard back from anyone at Naults and don't believe I am going to get my motorcycle back anytime soon. It is under the manufacturer's warranty along with the best-extended warranty from Kawaski, Gap protection, and Battery Replacement policies. They are in possession of the motorcycle.

  Business response

  08/30/2022

  Unit came in on 08/21/22, when the Service Department was closed, with no prior notice from Mr. ******* that he had issues with it prior to that date.  The unit was built on 07/25/2022 and left our dealership on 08/11/2022 in running condition as there was no contact from Mr. ******* indicating otherwise.  At some point between 08/11/2022 and 08/21/2022 when it came back in to us, a rodent had made a nest under the seat and chewed the wiring harness in several places.  On 08/22/2022 one of our service advisors and our build tech did look to see if the issue was related to the side stand switch (because the drop off note signed by Mr. ******* stated "whenever I put the kickstand down it shuts off and it won't start") and saw no damage externally to that switch, but the unit would not run, so no further diagnosis was done at that time, Mr. ******* was told we have a 3 week back log, but we would look at it as quickly as we could,   We have two technicians on staff, one was on vacation for that week and the other had his regularly scheduled day off.  On 08/26/2022 the technician looked at the motorcycle and discovered the rodent nest , well within our lead time of three weeks.  I was notified of Mr. *******'s complaint to Kawasaki on 08/29/2022, told them what we had found, our lead time and our staffing situation.  The customer service representative for Kawasaki requested that we call Kawasaki Dealer Support and inform them of the rodent damage that we found (which is in no way a warranty related issue), and Kawasaki authorized a goodwill replacement of the wire harness at no cost to Mr. ******* (a $872.98 job).  When we called Mr. ******* at 10:59 AM on 08/29/2022 to tell him what we found and what Kawasaki had graciously offered to do for him, he was under the impression that it should have been covered and said "he did not care, we can keep the bike".  At 2:02 PM of 08/29/2022 Mr. ******* called back and asked if the repair work was done, he was told no, we had ordered the wire harness, it would be 3-5 business days before we saw it, if it was in stock. He then said, "this is going to take weeks" and was told most likely, due to shipping time and our current work load, but we would do our best to get it done as soon as possible.

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