ComplaintsforMotorcycles of Manchester, Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had took delivery of this motorcycle on 6/13/24. I only rode the bike 400 miles on 6/23/24 I started the bike and heard a metallic noise randomly coming from the motor/transmission area. I recorded this in a video which I sent to my salesperson. The bike was picked up on 6/27/24 by the dealer. I had to keep calling and actually went to the dealer to see the bike on 7/13/24. I did see clutch and clutch basket removed no problem found. They reinstalled said parts and the noise was still present. I was told they were going to have a Kawasaki mechanic listen to it at one of their branches. The bike was brought there and I was told they couldnt remove the clutch basket it was over tightened but they said they would fix the bike I was at this dealership 7/20/24. The bike was assembled at this point and I was told they were waiting for parts. I called my salesperson on 7/23/24 and asked for a refund he said hed call back never heard from him. I called on 7/24/24 I was informed by the sales manager that they would fix my bike and was telling me in a round about way there would be no refund. I was also told they were able to remove the nut holding the clutch basket that they over tightened. I called on 7/26/24 and was told Id get a call back on where parts were and no call back. I called the dealer on 7/27/24 (they have had my bike one month now) I was told that the tech hasnt touched the bike since I was there so now things arent adding up. I have no confidence in this company and the way they do business. I would t feel safe on this bike and when I receive it back I wont have any recourse the 30 day warranty is done.

  Business response

  08/02/2024

  To whom it may concern,

  As the *** at MOMS, the message I deliver to my team on a regular basis is that the customer experience we provide is our number one priority. Unfortunately from time to time we have a challenging situation that we don't have 100% control over such as mechanical failure and parts availability that can lead to a frustrating experience for our customer and my team who is responsible for solving these problems. In this case as all cases we will do what we can to make it right. When speaking with the customer it was stated that we needed the opportunity to correct the issue before we would entertain a conversation about a refund. He stated that he would have no recourse after the 30 days warranty was up. Before committing to anything above and beyond I stated that I want to know our diagnosis resolves the concern but I would make sure that I took care of him. Although he declined the option for extended warranty, in these rare instances I generally good will a 1 year engine and transmission warranty. This has not yet been shared, our first goal is to correct the issue. As of this morning 8/2 the last part we had to source from multiple dealerships throughout the country should be in. Once we have that part in hand we will dispatch the job asap. Please don't hesitate to call my direct line at ************ if I can be of any further assistance. 

  Thank you for you consideration,

  *******************************

  Customer response

  08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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