ComplaintsforRocky Mountain Diesel & Auto

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a small 79cc mini bike that needed the carb re jetted and tuned and called and was told by Tyson that they could take care of it and get it running correctly. I dropped off my bike and a week later called back after not hearing from them and was told he all of a sudden didn't have any time to spend on it but wanted to charge me an hour (40 dollars) for doing nothing. I had also asked for them to do some other tasks on it as well but never got done. I showed up to pick up the bike and be done with this awful excuse for a repair shop and was disrespected and talked over the second I started asking questions about what work had been done. Tyson made it very clear at this point he was not qualified to perform the work I had requested. I payed them there bogus 40 dollars for a supposed hour of work that never happened and left. The bike is still not running correctly and have found another business to take on the job. I would like my money back and an apologie from Tyson the employee and the owner Mondo. This is probably one of the most unprofessional businesses in Northern Colorado.

  Business response

  07/18/2022

  Hi Clay, this is Mando from Rocky Mountain Diesel. I'm sending this email response to a complaint by ***** *******.
  Mr. ******* brought us his modified pit bike for an evaluation, his request is quoted here CUSTOMER STATES:  "NEEDS CARBS TUNED RUNS FINE TILL WARMS UP CHECK CLUTCH FOR LUBRICATION -10W30 OIL WITH ZINC ADDITIVE. CHECK SPARK PLUG AND CHANGE WITH NGK."
  The evaluation was completed by my small engine tech Tyson. The carburetor was disassembled, cleaned and reinstalled. After the services were performed, the bike was test driven and confirmed to be in good running condition. At that point Mr. ******* requested we not pursue further repairs because of time constraints. 
  Mr. ******* entered the shop, refused to pay for the services, threw a portion of the outstanding balance on the counter (crumbled up dollars) , grabbed his bike and fled on it, without fully compensating the shop for our services.
  The shop minimum is $40.00 for an evaluation and $40.00 per hour for repairs. We performed the evaluation and spent 3 hours repairing and testing only to collect a partial payment. When the bike left it was fully operable and Mr. ******* was able to ride it away from our location.
  I do not believe his complaint is correct or reasonable. Mr. ******* never called or returned to speak with us about a refund, never asked for further services and never asked for any further clarification before filing a complaint. We are quite fair and reasonable, all we require is communication in order to resolve an issue and reach a fair agreement.
  Thank you for your time, 
  Mando R******** 
  Rocky Mountain Diesel Services Inc.
  

  Customer response

  07/19/2022

  Complaint: ********
  
  
  I am rejecting this response because: What was said in the response is not accurate or true. The carburetor was NEVER worked on or jetted properly and the bike was NOT rideable upon drop off or pick up. The reason I just went and got it is because the bike was just sitting and not being worked on or any progress being made for that matter after 3 weeks of sitting at this "shop". I was treated VERY poorly when I came to pick up the bike by the "service advisor" and was disrespected the whole time I tried to talk with them. The owner was not in at the time any way and never bothered to reach out and figure out what the problem was nor cared enough to reach out. I was charged 40 dollars for putting one grip on and nothing else. No other work was performed. At the end of the day this business cost me money,time and solved zero of my issues. Took the mini bike to another business that agreed with what I've stated about the supposed work that was not performed. The response from Rocky Mountain Diesel is not accurate or true.
  
  
  Regards,
  
  
  ***** *******

  Business response

  07/19/2022

  We remember this exchange very differently and stand by our statement. If the owner or GM were not present during the exchange  Mr. ******* could have attempted to reach me by phone at which point I would have helped him resolve the issue. If Mr. ******* paid his entire balance and did not run off with his bike, can he present an invoice?  Additionally, I would like to reinforce the fact that our policy for small engine repair has always been to collect a $40.00 evaluation fee. If we bring the small engine into our facility, spend time on it, as we did, the minimum charge is $40.00. Although we did disassemble, clean and reinstall the carburetor Mr. ******* was not charged for that time. He was only charged the shop minimum. If Mr. ******* would have approved and paid for additional repairs, and we would have completed them unsuccessfully, we would not have charged Mr. ******* for them and I would understand his position better and his request for a refund. What Mr. ******* is requesting is that we make an exception for him, not that we provide service. A service was provided, we requested the absolute minimum from him and were willing to discount the remaining balance in the name of service. We did not force Mr. ******* to pay in full by holding his bike as collateral, we trusted that he would do the right thing. we were fair and we were reasonable. In most cases where a customer does not pay their bill in full the machine is kept in our shop and the bill is forwarded to collections. Even now, we have not done that. We released his bike, accepted partial payment- the absolute minimum and never heard back from Mr. ******* again.

  I can only speak for myself but I know if I had an experience similar to what is being described I would have started by attempting to communicate with Management, presented my invoice and made a civil attempt to resolve the issue before escalating the matter to a third party. However, this is not the case. As Mr. ******* stated he was no longer able to give us more time with it and he chose to remove it from our shop before it was complete. We never called him and told him it was complete, because the repair was only partial, however, the evaluation was complete. If Mr. ******* has chosen to leave it and allowed us to see the project through this likely would have never been escalated.

  Please call or email if you need any further information.

  Mando R********

  GM- Rocky Mountain Diesel and Auto

  Customer response

  07/19/2022

  Complaint: ********
  
  
  I am rejecting this response because: First of all I tried to ask for Mondo when I was continually being disrespected, threatened and talked over by Ty and was basicly told you weren't around and was not offered a phone number or email for you also I don't have time to chase someone down all the way out in Greeley over a petty 40 dollars. As far as an invoice Ty once again failed to even give me a invoice with the work performed which was basically nothing. Ok he put a grip on the left side handle bar which took all of 2 minutes. I asked for other tasks as well to be performed and he chose to only put a grip on.Ty also lied and said he quote on quote "all of a sudden got busy and didn't have time for it" this after 3 weeks with zero communication thus why I just picked it up after sitting in Mondos shop for 3 weeks. I had it fixed in a week after I picked it up and that was with waiting on the correct jets which were the problem in the first place. There was no rebuild of the carburetor thats a complete lie through and through and he knows it. All the O.E.M. o rings and gaskets were still in the carburetor as well. These carbs also don't have "rebuild kits" that can be purchased I would know because I ordered everyhing. He is trying to save his own skin at this point. Also that carburetor was brand new (which he knew) and didn't even need a rebuild in the first place because it is new. I don't know where Mondo got that information but that sir is false. Ty just wasn't capable of taking on such a minor project and should have stated that before wasting my time or anyone else's for that matter. Ty was probably the most unprofessional person I've ever met in the motorsports industry to date. That is a good story he tried to put together though. I don't go to this extent unless a business has truly done me wrong and don't want somebody else to have to go through what I did. Happy to civilly have a conversation about a solution over the phone but its not me who needs to reach out at this point it is Mondo.
  970-744-1113
  
  
  Regards,
  
  
  ***** *******

  Business response

  07/20/2022

  
  Hi *****, please forward me your ***** information so that I can issue you a reimbursement for the $40 evaluation. I have written off the remaining balance and am choosing at this time not to submit it to collections. I prefer to remain friendly and cordial, there's no need for either of us to escalate this issue, especially over $40.00 and an isolated incident. At the end of the day you weren't happy with the service Tyson provided, you did not feel the services justified the cost and we could not meet your needs as quickly as you would have liked. It's unfortunate you feel that way, It's not common for me to receive complaints about our crew here and for the reasons stated I would like to issue you a refund. We have no association with the BBB and do not subscribe to any of their services, however, I wish to give you the benefit of the doubt and extend you the courtesy so that we can both move forward and focus on other more positive aspects of life.
  Thanks for your time and understanding,
  Mando
  
  

*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. ↩