ComplaintsforCycle Center of Denton

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a kendon motorcycle trailer from them. When I picked it up a part was loose and they claimed to have fixed it. While driving home the ramp fell off due that piece being defective. They have promised to replace the ramp but have not received it, they keep saying it is on the way.

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/23) */ Mr. **** was contacted today to give him an update on his ramp. Cycle Center previously ordered his replacement ramp from Kendon (trailer manufacturer). It has been on order with Kendon since we originally told Mr. **** we would get him a replacement. Cycle Center contacted Kendon today for an update, Kendon has stated the ramp is shipping out today and will be mailing it directly to Mr. **** today. He should receive it shortly.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November of 2021 I purchased a motorcycle. I was told it's in good condition and had a fresh oil change done. By the time February of 2022 came around, there was no oil left in my motorcycle. The engine locked up, and had broken. I put oil in the engine and it ran, but with issues. I eventually brought it by the dealership and they charged me $260 to get the oil changed and the diagnostic to be ran. All they told me was there was metal in the oil (charged me $160 to tell me what was obvious from the oil change only). I have warranty that will cover this but they want to charge me $600 to have it sent to warranty and they tell me it will probably be rejected as they claim I removed the oil myself then ran the motorcycle. They want to charge me $7300 to rebuild the engine when the bike was purchased at $5999 sale price. This dealership has a record of doing things like this to customers. I've also spoken to a previous employee that can confirm this. All I wanted as a new rider was to trust what I was told on how to maintain the motorcycle. Yet here I am having to file a complaint because the service techs at the dealership sold me a lemon due to their negligence to check a motorcycle before sale. Now they're spreading lies on Facebook to try to shame me for following the advice they gave me when I purchased the motorcycle. They didn't even bother asking if I had insurance or warranty before they told me to auction the motorcycle off onto someone else then come back and purchase another motorcycle from them. Same advice they gave to my friend. It's a scam they're running.

  Business response

  05/18/2022

  Business Response /* (1000, 6, 2022/04/21) */ Cycle Center of Denton has had conversations with Mr. ******. Mr. ****** advised us that he has reached out via email to BBB to close the case. Consumer Response /* (2000, 9, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner of the business has resolved the issue.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Friday, Sep 17, 2021 - Motorcycle was received by Israel A**** (Service Writer). I briefed him about the previous repair attempt, by another facility, to fix my smoking problem and how it was unresolved. Drop-off mileage was 45,983. Saturday, Oct 2, 2021 - Paid Repair Order (Doc # XXXXXXX) for $1,430.24 and picked-up motorcycle. Sunday, Nov 14, 2021 - Six weeks and 368 miles later, motorcycle started smoking again. Tuesday, Nov. 16, 2021 - Called Israel, inform him my motorcycle was smoking and asked what their policy was for handling repeat service. He said he had to speak to his Service Manager (Mark S********) and would call me back. No call-back was received. Wednesday, Nov. 17, 2021 - I called for an update and Israel said his manager would like me to bring my motorcycle back in so they could determine the needed repair. No guidance was provided yet regarding how the rework repair cost would be handled. I asked if they would provide towing service and was told they would not. Friday, Nov. 19, 2021 - I coordinated towing service back to their facility and called Israel to make him aware my motorcycle was coming. Saturday, Nov. 20, 2021 - Received Customer Service email from Israel, with a 2nd Repair Order (Doc # XXXXXXX) attached for $1,643.04, which stated they have started my service work and if I had any questions to contact them. I immediately emailed Israel back and said, "before approving reworking my smoking problem I needed to talk with your Senior Service Department Manager (Mark S********), so I could understand why my motorcycle is still smoking, and why I'm not being given a reasonable discount/refund for the misdiagnosed work." Wednesday, Nov. 24, 2021 - I talked with Mark and requested his email address to send him a detailed history of my received services and cost in hopes of him reconsidering to offer a more reasonable rework/repair cost. Friday, Dec. 3, 2021 - Marks 2nd repair cost offered was $107 less ($1,323) than the 1st.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2021/12/14) */ Mr. *******'s vehicle brought into the repair facility 9/17/21 for inspections for oil burning and work was complete and vehicle picked up 10/02/2021. The vehicle was returned to the repair facility 11/19/2021 to be re-inspected (at no cost) for the reoccurring condition. Obviously no promises of repair cost could be made until the vehicle was re-inspected and all issues determined. The following excerpts are from email correspondence with Mr. *******. From: Mark S******** Sent: Wednesday, November 24, 2021 6:13 PM Reviewing the repairs for your bike from October and the additional repairs found now there are some items that overlap and/or need to be done again. We are more than willing to cover any charges on these. I would be very interested to know what repair attempt was performed at the other shop, this is the first I've heard of it, other than the large amount of non-factory silicone the on the oil pan the technician pointed out and was concerned about. Someone has been in there before and any records you have would be helpful in ensuring that all issues are addressed. Per the tech the current issue that was not observed previously is the higher than spec oil pressure that is pressurizing the internal oil tank and pushing excess oil past the cyclonic oil separator and into the airbox faster than it can drain. This is caused by the oil pressure relief valve not opening as it should (spec opens at 5.5 bar, currently exceeding 8 bar). The relief valve is part of the oil pump and replaced as an assembly, hence my interest in what the other shop had done or was trying to do inside the oil pan. Reviewing the original repair case from October, the $1430.24 also included a replacement battery and a state inspection ($273.91). There was a concern that the piston rings may be faulty. Compression test (220-230 psi good) and leak-down (3-5% good) test show the rings in good health. The air box was found full of oil, and the drain line was found improperly routed. This caused any blow by oil from the breather from the oil tank to accumulate in the air box and eventually be sucked down into the intake and also through the sls pipe and into the Pair air system and into the exhaust. This fouled the spark plugs and carboned the reed valves for the Pair valve, causing the smoking. Cleaning this system and de-carboning it was large part of the October service and will need to done again. I have added a parts and labor credit to your new repair order for $320 in labor and $116.53 for oil and coolant to cover this work. And if any other work done previously needs to be done again we will take care of it. None of the work completed prior was superfluous and was still required. I've got the current repair order down to $1483 out the door. Correct, had we performed all the work at one time this would be a $2700 repair. Obviously our goal is always to repair the vehicle without performing unneeded work and since a cause with the drain line was identified at the last visit and addressed, an additional underlying cause was not immediately apparent. This is a very unusual problem to have and once we have the old pump and valve removed we may able to see why it failed. If you're are good with that number we will proceed with getting parts ordered and the bike fixed. From: Mark S******** mailto:ms********@cyclecenterofdenton.com Sent: Wednesday, December 01, 2021 6:07 PM I will completely waive all the diagnostic charges from the previous repair order, since the diagnostic only caught 1 of the 2 problems, and credit back the parts ($116) we will have to change again and $480 of the $620 total labor charged for the entire job. I can warranty the oil pressure valve and pump assembly for 60 days. That makes your new total $1323. If that works for you we can get started. In summary, Mr *******'s initial repair bill of $1430.24 with tax, included $273.91 for the battery and state inspection. The remaining $1156.33 was for the oil burning diagnostic, repair, and clean up; included $447.20 for parts (gaskets, oil, filter, coolant, spark plugs) and $640 for labor, any difference was for tax and shop supplies. On his second visit the estimate for replacing the oil pump and cleaning the PAIR air system/airbox again, was $1968 and we offered to credit him back $480 of the labor work already performed on the first visit, and $116 for oil and coolant. The spark plugs and gaskets from the initial visit did not require replacement at this time. Saturday 12/4/2021 Mr. ******* politely declined to perform any repairs at the time and picked up the vehicle. No charges were made. He is selling the vehicle and did not want to put any additional money into it. He informed us at that time the reason for the excess silicone on the oil pan was from a previous repair to the transmission. Suspect oil pump may have been damaged subsequently at that time. The important issue to note is that a 100% refund for all previous work was not necessary as NO REPAIRS WERE PERFORMED THAT WERE NOT REQUIRED, additional required repairs were found on the second visit and address as such. Consumer Response /* (3000, 7, 2021/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT ACCEPT THEIR RESPONSE, because it does not appropriately reply to my service complaint. My service complaint specifically addresses my disagreement with the additional cost they are wanting to charge me to perform rework on my motorcycle for a 2nd attempt to try and fix a previously known/discussed engine smoking problem from my exhaust. I'm not questioning the work they performed, I'm questioning the work they didn't perform, because I still have a smoking problem that I paid to be fixed. I paid for a service that was not provided...period. No one would do business with a company if they said we will try and fix your problem, but if we don't get it right the 1st time, we will charge you again and hopefully get it right the 2nd time and will repeat that process until we do. Saturday, Oct 2, 2021 - Paid Repair Order (Doc # XXXXXXX) for $1,430.24. Initial diagnosis was approx. $155 and an additional $400 for additional troubleshooting teardown (noted on invoice) Sunday, Nov 14, 2021 - Six weeks and 368 miles later, motorcycle started smoking again. I've repeatedly requested for a copy of their standard warranty agreement on their repair work and have yet to receive it. I believe their warranty on their work, not parts, but work, may show liability for the rework I need to get done. I still would like a copy of their warranty on their work. Friday, Nov. 19, 2021 - I coordinated towing service, at my expense, back to their facility. Saturday, Nov. 20, 2021 - Received Customer Service email from Israel, with a 2nd Repair Order (Doc # XXXXXXX) attached for $1,643.04. Saturday, Dec. 4, 2021 - Marks final 3rd Repair Order (Doc # XXXXXXX) offered was $107 less ($1,323.21) than what I paid the 1st time. Mark also told me that this 3rd repair order was only good for me to use and if I sold the motorcycle that they would have to use the 4th Repair Order (Doc # XXXXXXX) for $1,930.57. This is an additional $607.36 to another owner of my motorcycle to get the same work done. This in my opinion is very unethical. Please take note that the last 3 Repair Orders all have the same Doc # XXXXXXX. Which appears to be a whole other issue. I appreciate the efforts Cycle Center of Denton made to attempt fixing my smoking problem, but unfortunately were unsuccessful in doing so. I request they voluntarily refund no less than 50% ($715.12) of the financial liability/associated cost for us to resolve and close this complaint. Business Response /* (4000, 11, 2021/12/31) */ As previously stated, Cycle center is not charging the customer for any re-working of any previous repairs performed. Several issues exist with this vehicle. All work that was performed on the initial visit were required to address the issues found at the time. Additional problems that were uncovered on the second visit that relate to the customers complaint were identified and an estimate to complete all the required repairs was given. The fact is that all the previous work done would have to be done again at no cost to the customer, Cycle Center was only charging for the additional issues found to be remedied. The customer has declined to have the vehicle repaired. No refund will be issued as the work performed is required and was approved by the customer. Consumer Response /* (4200, 13, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their resolution because they made an agreement with me that they broke. They agreed to repair my motorcycle for a quoted price and I agreed to pay that price. They have not fulfilled their agreement of repairing my motorcycle, because after a very short period of time riding my motorcycle the original problem still exist. The shop manager and the Tech both acknowledged they should have noticed some things before they attempted to make these repairs, but they didn't notice them. I clearly made them aware before any work was started of the previous challenges with this repair effort by other shops and they still chose to take the challenge, but are now not wanting to take the responsibility at the agreed upon price. My right to choose another shop better prepared to correct this problem was taken away, when this shop made an agreement to repair my motorcycle and accepted my money. Please explain to me how you feel this is fair to me as a consumer and why you will not warranty your work?

*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. ↩