ComplaintsforMalcolm Smith Motorsports

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2020 Aprilia Motorcycle dropped off for repair on 4-11-23 I was informed that the motorcycle's engine needed to be replaced, the bike was 2 weeks out of warranty and that I needed to pay for the repair. After some conversation with Aprilia customer service i was given a discount on the cost of parts for repair.6-3-23 I was informed that repairs were completed and the new engine had a one year warranty from this date. I paid a total of $6834.51 for the repairs, picked up the motorcycle and took it home. The motorcycle ran fine when I picked it up, but the next day I went to ride the motorcycle it had difficulty starting and was running poorly. I then called Malcolm Smith Motorcycles to tell them of the problems and they told me I should bring it back. 6-17-23 Dropped the motorcycle off at Malcolm Smith 7-26-23 I was informed that when the new motor was installed that it was hooked up incorrectly and that it was fixed now. I was told that the bike still was idling rough, but that will clear up over time. I picked up the bike and took it home the following day.7-28-23 I informed Malcolm Smith and Aprilia customer service the motorcycle was still not running correctly and was unsafe to ride. I was told to take videos of the problem and bring the bike back in.8-26-23 I brought the motorcycle back to ****** Smith Motorsports and supplied them with videos of the problems i was having. They agreed that the bike was still not running correctly and would be reaching out to Aprilia to try and solve the problem.10-11-23 I was informed by **** who is the service manager handling my repairs that they have not gotten any help from ******* and that I should just pick up the motorcycle, even though the motorcycle was not repaired correctly and isn't running well. They still have the motorcycle at the dealership.

  

  Business response

  10/25/2023

  While we sympathize with the client unfortunately the manufacturer of the motorcycle has repeatedly stated that the bike is running as designed and suggested returning it to the customer.  The customer and ****************** believe this to be incorrect however without technical support from the manufacturer we are unable to provide further information as to why this is.  Our management team is working with management at the manufacturer to come to a resolution.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand New Seadoo JetSki from this dealership in March of this year. Paid cash for it. Have yet to receive the title. Have sent dealership dozens of emails. Most go unanswered. The others with promises unfulfilled. It’s been 3 weeks that Jeff Vasquez the sales person told me he would look into it with his DMV CLERK. Since then, nothing.

  

  Business response

  11/30/2022

  The title was originally sent to the customer in May of this year.  It was mailed by the DMV directly to the address provided by the customer.  The customer states he never received this piece of mail, we were not notified of this by the customer until late September.  At that time we reconfirmed the customer's address and filed for a duplicate title with the vessel unit in Sacramento.  We were then notified by the customer in early November that he still had not received his title.  We checked the status of the title and found that the DMV had sent the customer a letter stating a smog test was required prior to issuing title, the customer states he never received this piece of mail either.  We then submitted a statement of facts to the DMV explaining that the vehicle is smog exempt and requested the title be sent.  The DMV informed us this process could take up to 90 days.  Going forward we have promised the customer to check the status of his title on a weekly basis and report any changes to him.

  
  

  This is an unfortunate situation for the customer and we understand his frustration.  Unfortunately this situation is not a result of any errors on our end but instead is a result of two different mail delivery failures and a DMV mistake.

  Customer response

  11/30/2022

   I am rejecting this response because:
  
  The fact of the matter is this:

  Whether or not it’s DMV’s failure or the dealerships or BOTH. 

  
  

  A new franchised dealer is required by law to provide title to a cash paying customer with a certain amount of days. 

  I believe it’s less than 90 days. 

  It had been 6 months. 

  
  

  Because of the dealer’s failure to provide title almost 9 months later,

  I want to rescind the contract and get all monies back in full. 

  
  

  That is only way at this point that this will get resolved. 

  
  

  Thank you,

  *******
  
  

  

  Business response

  12/01/2022

  The title was provided to the customer by the DMV.  Unfortunately he did not receive it for whatever reason.  At this point we are not willing to meet the customer's unreasonable demands.  Our commitment going forward is to monitor the progress of his title on a weekly basis and update him if the status changes.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in January of 2021, I bought my first bike! Everyone at Malcolm Smith was helpful. I started riding it when it was getting a bit warmer and unfortunately got into an accident in May of 2021. I got insurance to cover the cost of the repairs, but this is not the problem. Since May of 2021, Malcolm Smith has had my bike. At first, they told us the bike would be repaired by August, October, then December. We are now nearing the end of January 2022, and they still keep pushing it off, blaming it on the current global shipping interruptions. I understand the situation but working directly in this field of work, I know things can be done for our customers. I am paying $200 a month for a bike I have not had in my possession since May 2021. After my accident, I was quite scared to ride again and put my bike for sale. I have had to turn people away countless times as I have no idea when I will have my bike again. I am seeking compensation for the money I've spent paying for my bike, and Malcolm Smith not offering any remedy and continuously telling us " there is nothing we can do". This is ridiculous and I am over it.

  

  Business response

  02/08/2022

  The extremely long delays in repairs to the client’s vehicle is due to unavailable parts from Yamaha.  Unfortunately we do not manufacture the parts and are at the mercy of the supplier.  We are also only as good as the information they give us in regards to estimated ship dates, which is why the date keeps getting pushed back.  Our parts team has attempted to secure these parts from other suppliers, other dealers and third party suppliers, we have been unable to source them anywhere.  We have also repeatedly brought up this issue with our contacts at Yamaha.  The current information we are getting from Yamaha is an estimated ship date of 2/20/22.  Our sincere apologies to the client but unfortunately this is out of our hands.

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