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Review 2/4/2011
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I have dealt with this company in the past prior to it being rated an A. In fact, at the time it was rated an F. Please let me preface this review with the caveat that this experience took place July-September of 2009. I had my bike in there for a warranty repair. The bike would pop out of 2nd gear repeatedly and TMS "fixed" the issue.
Two days later my engine seized up 60 miles from home/the store. After they came down and picked me and my bike up, we traveled back to the shop in Temecula. They told me they would give me an answer to what happened by the end of the day. That was Friday, I called back on Monday because I still had no phone call from them.
When I called, the guy who answered the phone told me that there was a sensor issue. The sensor that he told me made no sense at all. While I was waiting for them to pick me up (which took two hours), I googled the trouble codes displayed on the screen. Neither of the two referred to what the person answered phone had said. I asked to have the tech call me back. Two days later I called again.
Every time I called, I got a different story. I was promised I would receive a call back and never did. I finally lived up to the epitome of a sailor (I am in the Navy) and used "sailor language" to get someone who would finally talk to me. I've only had to do that twice in my 10 year career to a sailor to "motivate" them. I found it odd that I had to go to that extreme with a civilian company who was providing a service. I eventually ended up talking to the service manager for the remainder of the time; however, it was more of the same with the promised phone calls. Two and a half months later I called and they said my bike had finally been fixed. Eventually I had found out that the cam chain, head cover, and two cylinder heads that needed to be replaced along with various sensors, gaskets, etc.
I didn't pay for any of these repairs since the original was warranty and the second was obviously their fault. My complaint is/was that they would never live up to their promise of calling back. Every time I did call back I got a different story. Every promise was broken on when they would call and when it would be fixed. There was always some excuse that came with it too when I finally would get a hold of someone. It got to a point where the service manager who I was directly dealing with would be mysteriously in a meeting every time I called.
They had some young lady call me for a customer follow up survey. She was very polite and cordial, but we had a long discussion. She was surprised that I was being so kind to her after I described my experience. She even stated something to the fact of "you have every right to be angry." A day or two later I received another call from TMS. I don't remember who it was, but it was someone who was calling to "apologize" for my service experience. He informed me that he had fired the original tech who worked on my bike. I promptly told him that he shouldn't have fired him, but the service advisers and the service manager who kept breaking their promise, lying, and just seemed to ignore my requests. He didn't really have much to say. He didn't make any other concessions either. I informed him at the time I was considering making a complaint to the BBB and I would never recommend anyone utilize this store. He had no answer to this which somewhat astonished me.
I decided not to make a complaint because they already had an F rating on the BBB. I didn't see the point wasting my energy. I'm submitting this review now as they have been accredited with an A rating which in my opinion, they simply do not deserve. I'm not trying to unduly slam this company, but let other riders know that this company needs to do a lot to earn my trust back. They are also well known in the valley for their high prices and lack of customer service in the service department. I can say however I did get a good deal on my bike when I bought it there even if the salesmen were a little pushy.
It could be that TMS has made a round turn which I hope they have. I do know they have switched ownership and maybe that change has made its way into service. I would much rather go to a shop in town for service rather then out of town. TMS is really the only major shop for sport bikes in town. I only hope that the BBB has really looked into the business and not just rated them an A because they paid the membership fees.
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Business's response - on 2/7/2011
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Hi "Christopher S." First off, I would like to apologize for the poor customer service that you received from our Service Department a couple years ago. I assure you that both the new ownership here at Temecula Motorsports and the new Management are greatly disappointed with the service you received from our predecessors. We try to do everything possible to ensure that every customer we are fortunate enough to have, leave our dealership with a positive outlook on their experience with us. We would also like to look into the issue further. However, without more information from you, we cannot do so. If you would, please contact the GSM, Mike Peck, with your information so we can make every attempt, albeit two years later, to rectify the situation if at all possible. The new ownership here at Temecula Motorsports firmly believes that the best form of growth is through positive word of mouth from our customers. We would like to earn that with you.
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