Business ProfileforGK's Custom Polishing

Quality of customer service has taken a turn for the worse since Maura left. I have stored my motorcycle for years at GKS and every year Maura would work with me to intake my bike when the weather was as nice as could be in November. I could schedule a couple of days out for drop off. This year after I paid my deposit, 4 days later I tried to schedule a drop off. They told me nothing is available for over a week. This is not the service that I came to expect in past years and since I couldn't plan around the weather for drop off, I found other arrangements for storage with a company that offers free motorcycle pickup. GKS had my $100 deposit for 4 days, and refused a refund. When a business can no longer meet the needs of their customers, why should they keep their money? Very disappointing.

Unfortunately, there are several parts of this story which have been left out. GK’s Custom Polishing, Inc. has been in business for 29 years and has been in the storage business for over 20 years of that time. GK’s has NEVER received a review like this. Service is something that GK’s prides itself on as can be seen from all the 5-star reviews listed on Google. Employees have retired over the years, but the policies and service at GK’s have not changed. I think the real crux of this situation comes from the fact this customer knowingly agreed to a non-refundable storage deposit (as is listed very clearly on our website), so that GK’s could reserve him a storage space for his motorcycle this upcoming winter. Once GK's receives a storage reservation, there is a good amount of work performed by our office staff to solidify a storage space for each and every customer. All of our storage drop offs are scheduled with their own appointment so that GK’s has time to intake their storage item, take pictures, review services, etc. This is all performed, so GK’s can provide a high level of service to each and every one of our storage customers. This customer called and demanded he drop off that day, of which we had no drop off appointments remaining. In turn, he demanded a refund for his storage deposit. Due to him not being given a refund, he submitted this review to BBB. We were happy to accommodate a drop off for his motorcycle shortly thereafter, but that was not acceptable. In turn, the customer became very rude and demanding to our staff. When the owner of the company talked with him, it got even worse. Shortly after this, GK's did return the customer his full deposit in an effort to appease the customer. - GK's Custom Polishing, Inc.