ComplaintsforOceana Cycles

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my Harley at Oceana Cycles to install a larger front wheel, and convert to dual diskbrakes. I was asked to put down a substantial deposit, and was quoted one month to install. The only communication I received during that time was a couple texts and a call from the techs cell phone himself, but no communication from the shop. After a month with no updates, I stopped in to check on status. The tech said the 'scan' wasn't good and they needed to scan again. So I asked him, it's already past the date you said it would be done, and the part hasn't even been scanned, let alone ordered? I was upset and was told me I would have to wait a few more weeks. So, I told them that since they would have it longer anyway, that I would hire them to do even more work while we waited on that part. In hindsight, that was a mistake. I should have asked for the bill then, and not done any more business with them, but they were telling me it was a "shipping" issue, and I was trying to be understanding. Fast forward a couple more weeks. I stop back in, and ask again if there is any update. The tech then tells me that we are waiting on someone to "set up their CNC machine because they just moved". Confused, I asked them "is there no other place we can order this part from." They then told me that they got a quote from a fabrication shop over a month prior that they could have taken, but they did not tell me about, because it was expensive. So I asked "this part could have been ordered over a month ago?" At this point I'm frustrated, and I told them to wrap up everything and completely stop dual disc conversion. When I came back again they had removed lights I never asked to remove, and said it was in order to install dual disc brakes, which I asked them to not do anymore on my last visit. Then they tell me I have to pay double. Was promised pickup today. Not done. Owner called me durogatory names so I started recording. I called police from parking lot and filed police report.

  Business response

  04/29/2022

  Business Response /* (1000, 7, 2022/04/06) */ This note is in reference to case # XXXXXXXX. A little background on our business: Oceana Cycles , our locally owned family business was established in Virginia Beach 17 years ago. I have been riding / working on motorcycles for 45 years. I love motorcycles and everything to do with them. So, I know what it's like to have a motorcycle worked on. I have put on motorcycle swap meets, charity poker runs , toy runs , motorcycle rallies , donations / shipping to our soldiers in Afghanistan from our shop. Our crew consist of three workers,2 technicians and me , the owner. I consider the employees as co workers as opposed to just employees. Between 3 of us we over a hundred years experience. There is nothing that interest me more than motorcycles. The complaint brought on by Chad ******* is beyond my comprehension of logic. When he first brought in his **** ****** ******** ********* (modified with aftermarket trike rear end and aftermarket wide glide front end ) I told him it would be a month out to install a wide front wheel (made for 2009 and up ****** ******** touring motorcycles) that we had in stock. He kind of moaned at a month but said OK. That should have been a sign of how this was going to go to the direction it is now. He was adamant that he wanted it converted to a dual disc front end from a single disc which involved getting a bracket to mount the right side brake caliper , installing a second brake rotor on the new wheel , a 11/16" master cylinder , two matching calipers, and brake hoses needed for the job. Installing the front wheel included centering the wheel and fabricating the spacers for proper spacing. After getting into start work on this custom project a problem was found in first figuring the manufacturer of the front end on this bike which I never did . Second issue was looking through all my suppliers to locate a bracket for the front end to mount the caliper. Everyone that works here searched for this part (with multiple hours of time that cannot be billed to the customer) to no avail. Next way to do this was have a Computer Aided Design (CAD) drawing made of the left bracket ,that was with the bike, and reverse the bracket on the computer then fabricate the design into a part. This was not a normalcy in my wheelhouse but ,one of my co workers took this on himself to help this customer out who was so insistent on his bike that didn't come with dual disc to customize his bike into a dual disc front end. Time was taken(off the clock) to take bracket off the left side and take to a friend in Norfolk to design a CAD drawing of the left bracket. Drawing was made on a 3d scan and sent to my co worker. It was not of quality to print to make fabrication possible so, a manually drawn CAD drawing was made. It involved physically measuring everything on the bracket by hand and manually putting into the computer. At this point my co worker had enough to make the left side part on his 3d printer out of resin. The purpose in this was to make it and see if it worked before reversing the program for a right side caliper. 13 hours worth of time with printing out a resin copy of computer drawing in 3 d. It was off slightly. Designer requested the product to see what adjustments were needed, took it back to Norfolk(off the clock) made adjustments and sent computer rendering back to us. Another resin one was made (another 13 hours) and worked. Ready to reverse and send to someone my co worker knows to make final product out of aluminum. At this time customer came in and told us to stop work on his bike 3/28/22.In customers complaint he says "this part could have been ordered a month ago?" This is not something you can just order ,many steps are involved. No matter who we went with ,it takes time relying on other sources that are out of our control. If customer was not so determined that this trike have dual disc it would have been done a while ago. Also discussed with customer ,since he was in a hurry ,was to make it work as a single disc so he could ride. We had already had it ready to go that way when he wanted us to stop work. Customer was fully aware of this whole process throughout this. He came in and saw the 3 d drawing , pictures of the process of authorized work were sent to his telephone. He came in shop and took pictures. During the process of front wheel job also was to replace or straighten of his bent rear license plate bracket. We straightened the bracket ,replaced the license plate LED frame with brake lights and turn signals. It was all pulled out when bike arrived here. Plate had hit the rear fender as it was put on (by someone else before we got the trike) .Wiring was needed attention too as someone disassembled connector and was putting two wires where one should be. While waiting for caliper bracket customer came in a wanted different handlebars, risers, lighting for sissy bar, gauges relocated, mirrors with turn signal in them. The lighting part that he wanted we ordered and it did not fit his sissy bar. All other parts installed. It was a waiting game on the gauge wiring harness due to the manufactures whole crew being in bike week in Daytona. The day their phone recorder said they would be back we ordered the extended wiring harness. Extended handlebar wiring was needed, extended throttle and idle cables, front brake hose. Customer came in to see progress and was questioning why we removed the turn signals on the front. I said because you got the mirrors with turn signals. He said he wanted both. We have never put on these mirrors with turn signals and keep the old signals on there, it defeated the purpose of it cleaning up and having the both in one. Also, with a touring bike front master cylinder it does not have a spot to put old turn signals back on the bike. He was inflexible and wanted to 2 sets of turn signals on the front of the bike. So, we came to a way of putting his old ones on too. This did not get done as parts were not here by the time he stopped work on the trike. As per conversation ,in shop ,at 10 min before closing time Monday 3/28,22 customer requested us to stop work on the trike. Tuesday 3/29/22 I called customer and told him the cost of goods and time involved on the project. I said I would only take cash. Customer came in Wednesday 10 min before closing and did not have cash for transaction. I told him cash is needed for this(again). He came in Friday at the end of the day and still did not have to cash to pay for work done. I believe we have bent over backwards to help this person. Supply is an issue that we cannot control. Motorcycles are not like cars where you can take brake pads off and call NAPA and they deliver in 10 minutes. Quote from customer on complaint is he put down a "substantial deposit" ,that was not even the cost of the front wheel. Again I don't know what the complaint is? He called the Police 2 different times last week .I waited after hours the first time and told the office I want him off the property' I told him the police have a lot more important issues to deal with. He said he was calling the police, writing to the *******, and would call the ***or the ******** if needed. If he would just do the right thing and pay us it would all be over with. I have paid our suppliers for parts and paid employees for their time. We have no reason or intension to keep this trike here as long as it's here we have no room for customers bikes to come in for work. This has taken an unwarranted amount of time dealing with this man during job and afterwards. Trey ******* Oceana Cycles,Inc.

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