Question for the brain trust: Service center crashed my vehicle

[widebody911]

From my own personal experience: I had a bus towed and the driver screwed up and smashed the back end. They admitted as such right up front - it was impossible to deny - but wanted to have their own body shop handle it. I agreed, which was a mistake: the repair was one of the 5hiitiest bondo-hacks I have ever seen, and they managed to "misplace" the rear bumper, taillights, rear apron, and front emblem (WTF?) in the process. The parts they 'misplaced' were magically found after I sent them the pix I'd taken at the time of the incident.

The lesson here: don't let the shop "fix" their own ****up.

[Brando]

Well, 2 weeks in and I'm starting to agree with @widebody911. Left a couple VM's for the service manager over the week, finally got him at his office line Thursday at opening. Tried to feed me a couple lines: "I've been out, dealing with my wife", "My service guy has been dealing with a death in the family". I just replied "Uh-huh, so where are we at?". Parts still on order, Polaris isn't making any replacement parts for Victory (aside from critical general service items). I'm thinking about making an unannounced visit this afternoon.

After all is said and done my expectations are low: Getting the exhaust installed right (no leaks), getting the header wrap done right, getting the bags done right. Out of all of this I do not see a positive review in their future - also considering hitting up the RM/DM for the OEM and letting them know the low quality of service. How farking hard is it to send an email or just make a quick 5-minute phone call? This is what earns service centers a bad name.

[Brando]

Here we are, nearly 6 weeks later and I thought it was time for an update. @widebody911 nailed it.

Last Thursday (the 7th) I was getting frustrated with the dealer's lack of response. For the last 5 business days they kept telling me "It will be done at 10 AM tomorrow, you can pick it up then". I would call in the afternoon since I didn't hear from them, they said the same thing. So I called Indian Customer Service at about 1:30 (this was an Indian dealer by the way) and ask them if they can do anything to help make this a priority with the dealer. Explained the sequence of events, yadda yadda, CSR tells me "I spoke with the service manager, they're just finishing it up and they will call you this afternoon." Amazing, 45 minutes later I get the call: "Your bike is finished! You can come pick it up."

My wife drives me out to pick up the bike, look it over, I meet the service manager ask to see all the old parts. They show me the old saddle bags, brackets they replaced, peg they replaced, windscreen. they refused to give me my old parts - after agreeing to at the beginning - because they "need to recoup their expenses". Hmm... I reiterated: "You told me at the beginning you would give me my old parts back". "Yeah, well we can't. We had to eat the cost on a lot of parts." It was clear he wasn't going to give me the old parts. When I asked to see my old exhaust the service manager said "We sent it out to get repaired and coated. I'll send you pictures." More on that below.

We go out to inspect the bike...
• The new fender and windscreen were installed. They did not replace the whole cowling, only the 'fly screen' or dark lexan piece.
• They redid the header-wrap on the new exhaust header. The wrap job was about a 6/10, plus they used hose clamps to hold it on at the heads. Blegh.
• They replaced the mirror, grip, peg, both brake levers.
• They replaced the saddle bags.
• They did not replace the muffler, just had it ceramic coated.

I'm more than ready to leave, hop on the bike, and get going. The first red flag is the windscreen doesn't look straight. I pull off the main drag and check it out. Yep, it's crooked still. I get home and park in the garage, wife and I had to get going to a holiday party.

The next day (Friday) I have off work, decide to inspect the "repairs" that were done. Here's the first video recap:


This was not a good sign. I took some time Saturday to dive into it further.

Just before I inspect the exhaust:


After getting the wrap off:


Basically, the dealer failed to address all of the repairs they agreed to (in writing and verbally).
• When they had my muffler ceramic coated and the baffle material is now missing.
• They did not replace the damaged exhaust header. Instead, they just put new header wrap over the damaged section.
• One of the windscreen brackets was not replaced which caused it to rub against the instrument cluster and scuff. Also, the brackets were loose.

I decide this dealer had my motorcycle too long already, sat on it for almost 5 weeks to rush it out the door at the last minute, didn't do all the work, and I can't trust them to do any work right. I contact Indian Customer Service again this past Monday. I provided all documentation, photos (before, during, after the crash) and videos writing out in detail what was done right & wrong. I kept it monotone and civil as the CSR wants to do everything they can to make it right. Here's the kicker: The CSR looked in their system and saw zero documentation on this whole incident. No records with my name on them at all.

This afternoon at 3PM I get an email update: "The dealer should be calling you this afternoon." Guess what? It's after 7PM and the dealer's been closed for an hour. It's not looking good for them. If you guys want pictures I can put them up on Imgur.

[manbridge 74]

Small claims court??

[svandamme]

that header wrap looks terrible with them clamps on it.
Should have made that video still in their shop before taking it home.

[jdlowery]

I have to tell you. I watched your videos and got mad for you. That's definitely one shop to avoid!

[Joe Bob]

Oi....bummmer, good luck buddy...

[bpu699]

Find out who the dealer's insurer is, you have the right to file a claim directly with them. Dealer can fix it themselves and avoid the premium increases, but looks like they did a lousy job.

They should also pay you for lost use, and depreciation...

Easiest thing would be to have them buy the bike for a fair price, and then they can resell it.

[dad911]

I agree with 699. If they don't give you info, get a quote from a very expensive mechanic to put it right. With a rental. File in small claims court.

I wonder if it's too late to get a police report?

[javadog]

I think it's clear that the dealer is both incompetent and acting in bad faith. There's no way that they should have taken more than a week to fix this. That's plenty of time to order and receive the parts and there's less than a day's worth of work to install them. I think it's time to escalate this and the first step I would take is to retain a lawyer to guide you through the process.

[Eric 951]

WTF is wrong with that dealer? They crashed your bike, and are acting as if fixing it is a PITA to them and is somehow your fault for wanting it repaired to the condition it was in prior to the drop, which was their fault.

The excuses are BS as well--"we are out money for this fix", so what, what does that have to do with you?

Their nickel and diming the repair and cutting corners(and flat-out lying about what they were going to repair/replace) is only making their situation worse.

Keep pressing Indian at the corporate level, and don't be afraid to "out" the dealer. This isn't some sour grapes. This is a situation completely created by the dealer which, if the dealer had integrity, would have been handled correctly by them from the start.

[billybek]

It is like the dealer had forced the mechanic that dropped your bike to fix it at his costs.....

[legion]

Originally Posted by billybek

It is like the dealer had forced the mechanic that dropped your bike to fix it at his costs.....

That's probably EXACTLY what they did.

Do you have collision coverage on the bike? If so, you can file a claim with your insurer and have them take care of it, though it may be more complicated now that you are down this path.

I had a tow truck drag a car it was towing across the back bumper of my vehicle years ago. I filed a claim with my insurer and it stagnated for a while because the tow truck company refused to disclose who their insurer was. (And the drivers were provided with fake insurance cards to hand out in the case of an accident.)

Another option is small claims court, though I wouldn't recommend it. It took me two years and $300 in court fees to recover $500 from a shady realtor a few years ago--and that was after I got a default judgment at the first court date! Our legal system is slow, inaccessible, and designed to protect the interests of the legal community over common citizens.

I personally would be making a stink about it through every channel available to me. BBB, Yelp, your insurer, their insurer, any relevant state regulatory agencies, etc.. I also would make it clear that they being "out of money" is "not your problem". Also, under no circumstances is this shop ever allowed to touch your bike again. They will pay someone else to do the work.

[Brando]

The saga continues. No follow up from the Regional Sales Manager as promised and still crickets from the dealership. It was Indian Motorcycle of Orange County. I'm thinking this weekend I start posting pictures and reviews up. Maybe all the Indian/Victory forums too.

[javadog]

Get a lawyer on it.

[Brando]

Originally Posted by javadog

Get a lawyer on it.

Got a recommendation? Looking to not spend as much as the damage was valued at. Also it looks like going through insurance will be a PITA. I let the dealer try to fix their mistake so my insurance won't touch it. Next option is to file a claim against the dealership's insurance now (with attorney guidance).

[javadog]

I can't make a recommendation from 1600 miles away, as I don't know any of the lawyers in your area. It's clear that the dealer is incompetent and dishonest, the Indian Motorcycle Company seems disinterested, so you just need to find an attorney that will negotiate on your behalf and perhaps be taken more seriously. Failing that, I would file a lawsuit against them.

An attorney may seem expensive, but I have brought lawsuits against people that have damaged me and I won those suits and been paid for judgments and attorneys' fees, both. Sometimes that's what you need to do, when you've given someone a chance to make it right and they've thumbed their nose at you.

There are a number of attorneys on this forum, maybe one of them lives in Southern California, I don't know. Failing that, get out the phonebook.

[Brando]

It's time to bring some closure to this whole fiasco. Near the beginning of December I stepped up the complaints and went through Indian Customer Service (Polaris). The dealer would tell Polaris one thing and fail to engage me. So I just rode over there one day after work and met with the service manager. I explained my utter lack of trust, their poor repairs, and outright lies in the work done. I said they can either order the parts for me, or write me a check. If they failed to make good on their word I would take the next logical steps: Go to the BAR and move on to small claims.

Two weeks later the replacement exhaust and new windscreen bracket came in. I picked them up that following Saturday and called it a day. I sold the brand new exhaust and actually bought a new system, had it installed, and couldn't be happier.

Now I'm just trying to decide if I want to leave reviews or not. I'm thinking yes - 1 star - but fully explain that resolution was reached after a long string of BS.

Here's the new exhaust:


And a quick video:

[Joe Bob]

Good that you got closure. Sucks about the time and bs. Plus you have a ride that has been down.

[Khal]

The mechanics last name was Knevil was it? But I agree with Jeff let them see if they can fix it and then some for nothing.