Business ProfileforSt. Augustine Powersports LLC

Purchased brand new bike.Attempted to charge me double for 600 mile service. Left wrench on oil filter, overfilled oil. Other services stripped screws on airbox and fairing.Bike started malfunctioning, anytime it was rev'd to a specific rpm range the engine would cut in and out rather violently, and dangerously. 1st attempt replaced fuel pump, but didn't resolve issue.2nd attempt, didn't fix. No communication gave bike back with same issue.3rd attempt ***** tells me I need new coil sticks to fix. Why did no one tell me this last time? why did you give my bike back? No answer, instead of any professionalism or apology he was extremely rude, impatient, and made a bunch of excuses. Told me the coil sticks would be about $112 each and ******** said they would not cover them under warranty. **** the okay to order them, informed me they would be a few days to arrive. I called Kawasaki, they had no record of ***** reaching out about coil sticks or a warranty claim. Called back the service department to cancel my order for the coil sticks. ***** answered and his reply was "that's okay we never ordered them anyway" and hung up. 4th attempt with them. 5 minutes after scheduling an appointment ***** called me refusing to work on my bike, and once again hung up on me. Again I called the general manager ****. He informed me he would try to figure out what was going on. Later he called me back and said I should go to another dealership. I had to ask him why, to which he just kept repeating "were not going to go too deep into it". What does that mean? I also emailed him for some clarification on why I was being refused service on the motorcycle I originally bought brand new from them. My email was ignored. Went to a better dealership. Malfunction was promptly diagnosed and fixed. All that frustration for a $20 switch that Kawasaki covered under warranty. Shame.

The customer came in for the first service on ******* and authorized the work to be completed and pay $228.52. The work was completed at 2:38 pm on 1.31.23 as the customer waited. When he went to pay he said he was told around a $100 over the phone for an oil change, we let him know that a first service was a lot more than an oil change and he signed for the work. He continued to complain to the service manager and the manager accommodated the customer and lowered the price for him all though he indeed was charged the correct amount. Customer came in at 1:49 pm on ******* and chose to wait for service to be completed. We let him know that it was 2.5 hours to complete and the customer became inpatient towards the end of the job. The technician did accidentally leave the oil filter removal tool on the unit. The tech called him and told him about the error and offered a free chain clean, lube and adjust for the inconvenience. Service was completed and cashiered at 4:28pm and was also told about his tires at this time. Customer had his unit towed in with two flat tires and was checked in on 7.12.23 @2:57pm. The customer did have road hazard and they would cover the front tire only because his rear tire did not meet the requirements for tread which is stated in his contract. Customer was upset about this and complained. It was too late in the day to complete the work so we told him it would be done the next day. Customer called in the morning complaining that his bike wasn't done. The pattern has developed as evident in the explanation and his complaint history. He picked up the unit at 1:57 pm on 7.13.23 and yet again complained that both tires were not covered all though it clearly states in the contract. The customer had multiple visits after this and when the General Manager has spoken to him on the phone, it was suggested that due to his unhappiness and complaints every single time he has solicited us for service work it has been a compliant he should take his work to another dealer. We made the decision to not retain this person as a customer. It appears he has already made complaints against other dealers as well.