ComplaintsforCasper Mountain Motorsports

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my motorcycle on 7/11 for warranty work under the *********************** (YES) plan. The issue was with the sending unit, and this dealership was the closest option. After dropping it off, they informed me they would diagnose the problem and order the necessary parts. I followed up on 7/25, and they assured me the issue was identified, parts were ordered, and paperwork was submitted to ******. On 8/2, they told me the part had arrived, and my bike would be next in line, with an estimated completion date of 8/2 or 8/6. On 8/11, I discovered my bike sitting outside in a downpour and exposed to the elements since it was dropped off on 7/11. I contacted **************** customer relations on 8/12, who opened a case. When I went to pick up the bike on 8/13, I was told they were still waiting on the part, contradicting their earlier statement. I decided to take the bike back, as it had been outside for over a month, resulting in significant damage: the chain had rusted, the front fender was cracked from sun damage, the gas bag and seat were sun-bleached, and several bolts and the exhaust were rusted. When I pointed out the damage, the dealership claimed ****** had no say in how they operated and that my issue was with them, not ******. They offered to clean the chain, which I declined, as the damage was more extensive. They eventually told me I could leave. During follow-up with ******, I was informed there was nothing they could do, suggesting I either file an insurance claim or pursue civil action against the dealership.

  Customer response

  08/15/2024

  I am requesting the dealer compensate me $831.96 for the parts that were damaged by their carelessness and negligence. This can be provided as financial compensations or direct replacement of the parts aforementioned. 

  Customer response

  08/16/2024

  I am requesting the dealer compensate me $831.96 for the parts that were damaged by their carelessness and negligence. This can be provided as financial compensations or direct replacement of the parts aforementioned. 
  

  
  

  Customer response

  08/16/2024

  
  I am requesting the dealer compensate me $831.96 for the parts that were damaged by their carelessness and negligence. This can be provided as financial compensations or direct replacement of the parts aforementioned. I was having technical issues uploading supporting documentation as .jpg files. They have since been compressed in a .zip for completeness of record. 

  Customer response

  09/10/2024

  Please find the attached insurance claim denial letter.  The letter from ************************************** states, The investigation to date reveals that:
  The damages are a result of repetitive and long term exposure to outdoor elements. It was not the result of a sudden, direct or accidental loss. This type of damage is specifically excluded under the terms of your Wyoming Motorcycle Policy. As such this is additional supporting evidence of the dealerships negligence resulting in loss and damage to my motorcycle. 

  

  Business response

  09/11/2024

  I would like to apologize - the service writer who was working on the repair order had a family emergency and had to go out of town to take care of a family member and was gone for a couple of weeks.  Because he had to leave suddenly, we were not as organized as we should have been.  So it was our mistake that the parts arrived and did not get installed on the date we originally planned.  I apologize for that.

  Unfortunately, we do not have room to store every machine inside.  We currently have between 70 and 100 machines in our back lot that will not fit inside.  Many of those are our new machines.  There is nothing we can do about that - physically we just are not able to store them inside.  I would love to have extra room to be able to do so. 

  When the customer arrived, we apologized for the delay.  We checked and the parts had arrived (which we had missed due to the service writer being gone).  We offered to do the repair that day and the customer refused.  We offered to lube and clean his chain, and he refused.  We offered to replace his chain at our cost and he refused.  He became belligerent and was yelling and cussing at us.  We told him if he was going to act like that we would like him to leave. 

  We take pictures of every motorcycle that comes into our shop as part of the check in process.  The photos show that there was already damage on the front fender and there was fading on the bags. 

  We are definitely willing to work with the customer to resolve this, but he is not willing to work with us.
  

  Customer response

  09/11/2024

  Complaint: 22138186
  
  I am rejecting this response because:

  When I went to pick up vehicle, the service manager did not offer to replace chain. The service manager offered to take chain off and clean it. Unfortunately the service manager clearly does not know their product line. The ****** Tenere 700 uses a riveted chain. This is not a simple take off and clean process. The rivets on the master link would need to be ground off and removed. Additional parts would need to be ordered to replace this. At this point I was upset and did begin to use profanity as my motorcycle had sat outside for 30 days including through a torrential rain storm. I told him it was not about the f****** chain  my motorcycle had been ruined after sitting outside their shop for a prolonged period of time.
  

  There was no sun damage to the front fender when it was dropped off. While there may have been incidental scratches, there was no sun rot. Nor was the bag/seat sun rotted. I would like the dealer to produce the photos *** ******* took at the time the motorcycle was dropped off as part of this complaint. 
  

  I am more than willing to work to resolve this should the dealer replace the affected parts as requested. One phone call in which the dealer left no message is hardly a good faith effort to resolve the issue.  

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

  

  Business response

  09/13/2024

  A couple of things - first, it is not necessary to remove a chain to clean it.  This can be efficiently and effectively done while still on the bike using chain cleaner and a grunge brush.  However, if there is a need to remove the chain, we do have riveted master links available which are frequently used in our service department. 
  I tried to upload the pictures and it says they are too large or a file type that is not accepted.  If I can figure out how to upload them I will do so later.
  Secondly, the customer knew when he dropped off his motorcycle that it would be outside.  As I stated before, we simply do not have room to store every machine inside.  He is upset that it was outside.  He knew it would be kept outside when he dropped it off with us.  We never made any promises that it would be kept inside.  Even if we had room to keep it inside at night, it would be pushed outside during the day.  There is nothing we can do about the sun shining.  Plus, it is a motorcycle that is meant to be used outside.  This complaint doesn't make sense to me.
  We are still willing to offer the customer a complimentary OEM replacement chain.  While we are confident in our ability to clean minor surface rust and re-lubricate the existing chain on the bike, we believe this is a good faith effort to resolve this issue.

  Customer response

  09/16/2024

  Complaint: 22138186
  
  I am rejecting this response because:
  

  In response to the chain cleaning, to effectively clean the chain it should be removed from the motorcycle for proper inspection/cleaning. Im glad they finally have riveted master links! The 3 or 4 times Ive been there to purchase one, they dont have them in stock and had to be ordered.  
  

  I did not know my motorcycle would be outside for over 30 days. I was told it would be a couple days, and they would have the work done. Unfortunately, I sustained a shattered collarbone on July 20 in a racing accident and had surgery. I was unable to properly follow up at that time with the dealership to make sure they were still on schedule.  Had I not been incapacitated, and known my motorcycle would have been sitting outside for a month, I would have picked it up sooner and elected not to have this dealership perform the requested work. While they may keep their inventory outside, that is not the way I treat my motorcycles. It is a motorcycle and meant to be used outside; however, I take care of my stuff not let it rot in the elements. 
  

  While the dealership may be confused and this complaint doesnt make sense, I will put it plainly. I am seeking reimbursement or physical replacement of the parts affected by their negligence and leaving my motorcycle outside for a month in the elements. I havent seen a single one of their brand new adventure bikes, uncrated and fully set up,  sitting outside for 30 days to be sold to the public? I dont understand how that logic is acceptable to treat a service customers property differently.  

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

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