ComplaintsforWayne Cycle Shop Inc

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2007 vstar 650 for a tune up. Absolutely nothing was wrong with my bike! After 2 days they called said its ready ($460 later). Husband rides it on our trailer and it is pouring out white smoke. He was told the wrong oil was put in. They take the bike to rechange oil and stated it would be ready next day. We get a call late Saturday saying bike was ready. I get my bike home (on trailer) and ride it down our road; not even 1/4 a mile and it starts pouring out white smoke again. We contact the shop again and report the problem. The "master tech" tells my husband "well we don't know what you did to it after you took it." He finally agrees for us to drop bike back off to "hopefully fix what was done to it." 2 days pass, we hear nothing. We call and leave messages and recieve no calls. Wednesday, Tech calls saying there is nothing wrong with my bike. I ask to speak to the owner. Owner says smoke maybe coming from a faulty O ring. O ring and carb cleaning was replaced and done by them. 20 minutes later, tech calls saying "bike is done" and hangs up on me. The smoking was not present when we arrived so we assumed problem was corrected. On our ride home the bike starts idling funny (ranging from loud/barely idling). Cuts off 4 times before we made it to safely. Pipes were extremely hot and discoloration extending down the exhaust. I called the shop the 2nd time the bike cut out on us from the side of the road. Left a voicemail explaining. Husband calls over next 4 days to get answers (left 3 voicemails in-between Tuesday-Friday. We had to take my bike to another shop to get fixed. Due to adjustments made to my carbs it caused the bike to run rich which caused the fuel pump to burn out. New place repeated the same work because it was not done properly. Waynes did not even complete all services offered in the service package I paid for. We contacted waynes cycle to discuss options. All owner said was it probably needed the work anyway.

  Business response

  06/20/2023

  Re: Response to complaint ID ******** filed by Ms. ****** on June 13th, 2023We apologize for the frustration this situation has caused for the customer and appreciate the opportunity to better explain the service charges.During service of the 2007 Yamaha V Star 650 motorcycle, the engine oil, filter, and final drive oil were changed; the carburetors were synchronized; the idle, cables, and valves were adjusted; inspections of the brake pads, lines, fluids, and clutch operation were performed; and the torques of the brake system components, steering head, and chassis bolts were checked. The service was performed by a Yamaha Certified Master Technician according to Yamaha factory service specifications, including the use of Yamalube JASO MA 10W-40W oil. After we received the call stating that the motorcycle was smoking, the service writer assumed that a lighter weight oil had been used. The customer returned the motorcycle to Wayne Cycle Shop and the oil was changed to the specified Yamalube JASO MA 20W-50W oil free of charge. At the customer’s revisit, the service technician noticed that the o-ring for the rear cylinder head valve cover inspection cap was weeping oil. This is a reusable part that typically does not require replacement; however, the o-ring had hardened due to the age of the motorcycle and was no longer sealing the inspection cap. Wayne Cycle Shop replaced the o-ring free of charge, and the smoking issue was resolved. During the revisit, the service department rechecked all of the work performed on the motorcycle at both visits and found no additional issues. The motorcycle received several test drives by the service technicians to ensure the smoking issue had been resolved and that the motorcycle ran properly. The customer’s significant other also rode the motorcycle at pick-up and confirmed with the service technician and the owner that the motorcycle ran great.To clarify, Wayne Cycle Shop did not disassemble and clean the carburetors, nor did we make any mixture adjustments to the carburetors – this was not needed during our service work and was not sold to the customer on any of our repair orders. We understand that the customer thinks Wayne Cycle Shop is responsible for the fuel pump failing and, while we did not make any mixture adjustments to the carburetors, we think it is important to note that an adjustment to the carburetor would not cause a fuel pump to fail. It is likely that the fuel pump failed simply due to the age of the motorcycle as parts wear out with time.As customer satisfaction is extremely important to us here at Wayne Cycle Shop, we provided the customer with an oil change and replaced the o-ring for the rear cylinder head valve cover inspection cap free of charge to help ease the frustration of returning the motorcycle to the service department for a revisit. If the customer should have additional questions about the service, I would be more than happy to discuss this further and can be reached at ***** *********Sincerely,**** ******General ManagerWayne Cycle Shop

  Customer response

  06/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed.There was no resolution mentioned in the response and we have tried calling the company to make the concern right. The owner laughed and said "it probably needed it anyway." The free of charge experience they mention as if it is a gift was due to their mess up. Their services cost me an additional 700 dollars to fix and being laughed at does not show that customers are valued, respected, or needed. Their response also confirms they over charged me for services they did not provide. I was charged for 0 ring replacement which they are saying they never replaced until they noticed it was leaking.  I'm requesting a refund of the services preformed.  Regards, ***** ******

  Business response

  08/09/2023

  Thanks,**** Wayne Cycle ShopResponse:The o-ring on the service ticket is for the oil filter cover and per the manual is to be replaced with each oil change (see picture attached).  The O-ring that leaked was on the valve inspection cap and does not require replacement with every service.  After the customer filed the initial BBB complaint we found out that they had taken the bike to another shop 6 months prior for a fuel pump replacement.  I informed them that if an OEM Yamaha pump was used it could be warrantied through that dealership.  As stated prior, Wayne Cycle Shop did not perform any work on the motorcycle's fuel system and the customer's claim that doing so caused the fuel pump to fail is completely incorrect.  We performed all the work requested on the motorcycle and addressed any issues related to the services we performed. 

  Customer response

  08/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Fuel pump had never been replaced prior to Wayne's Cycle services being completed! I have all service records for my bike to show no such service. At this time there has been no offer or apology made by Wayne's Cycle to correct their error or the inconveniences they caused. We have contacted them several times with no luck on talking to the owner to correct problem which is very sad for a business who states they want their customers to be happy. At this time since there is no resolution to be made and as a paying customer who paid $460 for only a motorcycle oil change by their reports of the only service completed I would like service review and complaint to remain on file with the BBB for others consumers to read and have access to when reviewing their business. I would like to thank the BBB for your attempts in resolving this matter with Wayne's Cycle. Regards, ***** ******

*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. ↩