ComplaintsforMotorcycle Mall

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning,I am reaching out to you because I have got to a dead end with a situation concerning a 2021 Vespa that I bought from Motorcycle Mall in Bellville **********.I bought the motorcycle in October 2021 in May 2022. I got into a small accident where the Vespa needed repair. Unfortunately until that date I didnt get my Vespa yet and it is not repaired. I keep following up with Vespa *** Headquartered in Manhattan and Motorcycle Mall but I keep getting different answers all the time. I find it very strange when you sell a product but you cannot provide appropriate service for it especially for a reputable company like Vespa.May you please help me resolve my situation and get my motorcycle repaired or if they cant repair it can they replace it?Thank you in advance for your help,*************************.

  Business response

  01/23/2024

  To Whom it May ******** I hope all is well. We hate when customers units are here in the ************* waiting to be fixed, but unfortunately, this is what occurs when we are waiting on parts from the manufacturers - we cannot fix the units until we have all of the parts of the unit to repair. We are not sure what different answers you are getting - but if we do not have all of the parts from Vespa, we cannot complete the repair to your unit. If we had all of the parts, we'd be able to fix the unit and get it back to you. We absolutely can provide the service to fix the unit if it is for a normal service, oil change, etc. - but when it comes to a unit needing parts - where parts are not available - we - as the dealership to fix the unit - cannot fix until we have all of the parts. We will have the Service Manager look into what parts are still not here and then he'll give you a call to further assist. We apologize that we cannot get the unit fixed in a timely manner, but not having parts comes down to the manufacturer and not the dealership. Thank you, ************************* GM

  Customer response

  01/23/2024

  
  Complaint: 21124873
  
  I am rejecting this response because:
  If you and Piaggio are unable to provide the parts and repair my Vespa after almost 2 years, you can simply report the moped as totaled and have the insurance company pay for a replacement. 
  I have reported ************* as well to the BBB of ** giving the fact that they do have a major responsibility in this matter as well.
  at that point, and after having my Vespa sitting in your garage for almost 2 years, I need either a refund, brand new one or reported to the insurance company as totaled and have the insurance company send me a check to buy a new one. These are the only 3 options that I have. Discuss my situation with ************* *** in Manhattan and figure out the best outcome out the 3 options that I have you..

  Regards,
  
  *************************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I asked to have my motorcycles serviced and I asked for an estimate before they started to service them. They are low miles and I just wanted a simple basic maintenance. I just received a bill for over $2000. I never signed papers to approve any work and I am being charged almost $700 for two batteries. This is outrageous.

  Business response

  11/25/2023

  To Whom it May ******** We will address this BBB complaint as well as the other complaints and negative reviews by *********************** and her counterparts, ******************************* and ***************. Of course, *************************, ******* and ** are going on every website and review site and trying to hurt our family owned and operated business because they do not agree with what the ******* fees. It is extremely disheartening that we are having to deal with these complaints and all the negative reviews as ******* and ***** had agreed to the *******s that were asked for by the customer. We 100%disagree regarding the claim that our ******* costs and pricing for the parts are outrageous all our parts are priced at MSRP (manufacturer suggested retail price) and our ******* labor rate is in line with the labor rates of all the local dealerships (both automotive or motorcycle). In the automotive and motorcycle industries, Technicians are skilled professionals (like the medical field) and these professionals are completing skilled tasks (***** should know this as doctor she told us many times she was). Surgeons and other skilled Physicians the best of the best Top 1% professionals can expect to be compensated at a higher rate when the work can only be completed by extremely skilled professionals. If any person did research on the motorcycle field, they would know that only 2%-5% of the general population ride motorcycles and then you need to find a technician skilled and competent to repair these complicated machines you would not want any doctor to repair your heart why would you want any Technician to repair your motorcycle or engine or replacing your tires on a two-wheel machine? I confident that ***** would want to make sure the best doctor no matter the cost is giving her the best care like repairing her heart or fixing her knee.
  With that being said, we originally spoke with *******, whom on behalf of *****, called us and requested a pick-up,delivery, and annual ******* of ****** two motorcycles a ****** and Husqvarna. The Service Advisor reviewed with ******* over the phone the cost for pickup and delivery fees, he quoted her the price for the ******* on both machines and ******* verbally approved the work (we have it on recording) and asked that the units be picked up. We would have never picked up the units without the customer wanting to pick up the units correct? When our driver arrived and picked up the units, a repair order with the total amount for the *******s of both units - was presented to ********************************* signed as she/they wanted us to complete the *******s. In addition, after Motorcycle Mall reviewed the units, we also saw that both of her batteries were dead; we tried to revive the batteries we tried to charge them and see if they would come back to life;unfortunately, they did not. This is due to the customer not having a battery tender that worked the customer confirmed that with us over the phone. Of course, we called and informed the customer of the need for both batteries and the customer approved to do the work. The total cost of for the batteries,battery tender (the customer requested it) and the labor to check the batteries, charge the old batteries, check the charging systems (of both units)and to install of the batteries are included in the total price of the batteries.Lastly, what is outrageous is that the customer is trying to not only defame a small business family owned and operated for close to **************************************************************************************************************************************** addition, on all the recorded phone calls, where we have both ladies conversing about how we should contact the Better Business Bureau because if we do that, then the business will call you and make a deal with you which is what their friend **** does all the time. As the General Manager, I have informed the Owner who like I, is extremely disgusted at this practice especially after listening to all the phone calls, seeing all the facts (verbal and written approvals), and knowing that we did everything correctly in the process of servicing units that the customer contacted us about. So, to recap, Motorcycle Mall did everything correctly: picked up the phone, provided verbal quote to the customer, picked up the units at owners request, customer signed the repair orders with the total price of the *******s at pick up, we recommended two new batteries for the units (because they did not start) that the owner approved and the units were completed in a day or two and the customer is upset?!? As the Owner and General Manager have reviewed all communication including threats to our staff that they will go to the Police, that they have friends that are lawyers, that they will bring us to small claims court, that they have friends of the Owners, etc. plus that we are corrupt and we are thieves we have spoken with the Service Manager to reach out to the customer to handle and to not do business with Motorcycle Mall in the future please be sure to use another dealership in the future as we do not want to ******* customers who act like this and try and make an issue after the customer approved all of the work.Thank you, ************************* General Manager

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 aprilia shiver 900 and it's been in the shop over 8 months out of a year the motorcycle lights keep shorting out they fixed the headlight and the same day it shorted they put in new headlight the next day after u picked it up the rear lights went ot they had the bike over 2 months the day after I picked it up my headlight goes out they had the bike 2 1/2months and because I wrote about my experience on there ******** account they told me puck up the motorcycle and refuse to fix it And I have pieced on backorder and they say it's not in the system and there's no other dealers near me that service aprilia I have the receipt to show them about the back order and the just told me to leave he doesn't care that is the service manager and I told him look at the bike so he can see the parts I missing and he said he doesn't car this is a new bike under warranty but they refuse to fix anything

  Business response

  12/29/2021

  To Whom it May ******** This customer has been helped continuously in the ************* since he purchased the Aprilia from Motorcycle Mall. His unit has been in service for a number of items he crashed his unit, first service, issues with the lights, claimed there were issues with the switches, etc. Weve addressed all of his concerns and with each repair this customer would give us a hard time, speak negatively about Motorcycle Mall, our staff, etc. each and every time which always turns out to have nothing to do with Motorcycle Mall / our staff and has everything to do with Aprilia. The issues stem from the parts that are needed to fix his unit and with COVID, the backordered parts issues make the service take much longer than normal - but we are all dealing with COVID parts issues with every manufacturer. Why does this customer think these COVID issues do not affect him and his Aprilia? Weve explained this all to ****************** each of the last few repairs he has been with us; weve explained the issues with Aprilia, the parts issues and we still have a customer complaining about ********************** and speaking negatively / not telling the truth about the situation. We of course explained to this customer that we have canceled the warranty parts order from Aprilia we notified Aprilia of what occurred and they were OK with us canceling the order for the warranty job. We explained to ****************** that he will now have to take his Aprilia to another authorized dealership and we will not do business with him. We are a business that has the right to work with customers who can be respectful of the dealership, our staff, the situation, etc. Unfortunately, we do not want to do business with ***************************** anymore and we wish him the best going to another dealership for business moving forward. Thank you, ************************* Motorcycle Mall

  Customer response

  12/29/2021

  How can they cancel my warranty when they had the bike over 2 1/2 months and they called me to come pick up the bike they aren't going to honor my warranty I was being patient then then bike pieces that were on back ordered are no longer in there computer system I told him to come look at the bike and you can see the parts they ordered
  And I did gave an accident the same day I bought it and paid over **** dollars to fix the bike and was never finished
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  *****************************

  Business response

  12/29/2021

  To Whom it May ******* we did not cancel your warranty; you can still take your motorcycle to another authorized Aprilia dealership and they can then start the process of opening a repair order, creating a claim with Aprilia and then doing the warranty work for you. We had your Aprilia for 2.5 months because we were waiting on the backordered part from Aprilia the only reason it was with our dealership for that long. But if you were at another authorized Aprilia dealership, youd be in the same situation. We do not agree when you state that you have been patient; you have been anything but patient. The final straw was when you decided to comment on a Christmas/Holiday social media post about how bad service is / complaining how long the unit has been with us isnt our definition of being patient. Again,we are not going to do business with this customer moving forward. We do not have to do business with customers that are disrespectful to the dealership and our staff. We do not need to service customers who are out to smear us for things that are not in our (Motorcycle Mall) control. We wish you the best with your Aprilia.

  Customer response

  12/30/2021

  My bike was in the shop for 2 1/2 months yet I'm still waiting for parts I paid fir and you told they were order and now you say they are not I. The system I was waiting patiently when you called me and said puck up my bike just because I wrote on your ******** about my experience with your dealership and you should refund my money for parts and labor with was paid in advance
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  *****************************

  Business response

  01/06/2022

  To Whom it May ******** Your bike has been in the shop multiple times for repairs. For the last time, again,we were still waiting on the Aprilia OEM parts and this is the reason that you waited so long. You did not wait patiently if you did you wouldnt have called our staff derogatory names as you did specifically the Service Manager (very horrible names you called him). You were asked to come get your unit as we do not want to do business with customers that are rude to our staff, speak negatively about our dealership especially when we are trying to help you.When it comes to parts that you ordered when your unit was crashed you were waiting on parts that were not available and we assisted you in putting on a shifter toe so you could go and ride (again not our issue as it was an Aprilia parts issue parts were backordered). We still did the labor as we put other parts for you to ride as you know as you are riding your unit. The new shifter toe finally came into the dealership and is in an envelope for you in the ************* Please speak with Service Manager *************************** and he will provide you with the envelope. Thank you, ************************* GM Motorcycle Mall

*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. ↩