This was a disaster from the beginning and it is probably partly my fault for taking the bike to these people in the first place. I called a few weeks prior to taking my bike in for the 12k mile service and was quoted $500. I dropped the bike off on Tues. Evening for the service, new tires, and heated grips. I was told it would be ready on Sat. The shop contacted me on Wed. And told me the brand of tire I wanted was on back order for approximately 3 weeks. The shop wanted to sell me the tires they had in stock (not acceptable). I called around and found the tires myself, but I have to take the bike somewhere else to have them mounted because Machines in Motion will not mount tires that are not purchased from them.
When I called Saturday morning to find out what time the bike would be ready I was told they almost finished Friday so it shouldn't be long and they would call and update me. After not being called all day, I contacted the shop and was told they just started on my bike Saturday morning and couldn't promise me it would be ready.
I went to the shop and was told they couldn't finish the service, so I told them to stop where they were and I would take the bike somewhere else to have the service completed. When I was given the bill, the amount for the 12k mile service far exceeded the quote and they hadn't even completed the entire service! On top of that, the bike was scratched around the gas cap and on the plate over the pipe. Even though the service manager did a walk around when I dropped the bike off and did not note any scratches or damages the shop claimed they did not cause the damages and were not responsible. The bike was also dirty with smuges all over the tank and engine and the technician told me that, "the bike was quite dirty when it was brought in" (customer service at its finest).
Now for the best part. When I was riding the bike home it cut off as I was using engine braking, and the throttle was sticking. After the fourth time it happened I pulled over and called the shop, who replied "sorry were closed, call back on Tues." I didn't wait until Tues. And took the bike apart myself to find that a hose to the vaccum system was unhooked and the throttle was catching on it.
Luckily the bike is now fine, except for the scratches. I called Triumph headquarters in Newnan, GA and they were not concerned at all and hung up on me (apparently they teach the Triumph dealers customer service techniques). When I called the manager of the shop he said he was sorry and it shouldn't have happened (Wow, I feel much better now).
If you are going to quote someone prices, tell them the truth up front and don't quote a deadline if you can't meet it (manage the customers expectations). I don't want to hear your excuse about a mechanic not showing up for work or any other excuse, I just want what I was told. I do not mind paying for good service, but do not bait and switch people. No successful business is built this way. I have already shared my experience with 5 Triumph owners who I'm sure are re-telling their own version of the story to others. I can't wait until the next rally to share this experience with even more Triumph owners.
Since this shop charges as much as the Lexus or BMW service centers, I suggest they take lessons from them. At these centers, I get the same story from everyone (probably because they are telling the truth and not having to keep up with each others lies), I am always treated like their only customer, my expectation are always managed, and I get my vehicle back clean (even if I take it in dirty).
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