Triumphrat

Tbirdnz

I'd take advantage of their free offer, give them one more chance, the boss looks like he has internal problems which he is now alerted to.

When you put your bike in, place small marks on components that are to be changed or checked, clear nail varnish is good, only you will be able to see it and tell if a part has been changed or touched.

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Ride on !

saphena

+1

I'd give him the benefit of the doubt but let him know that you know and, as Tbird said, make sure that you have some means of checking whether or not the work's been done properly.

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shike

you may want to do a solid to your fellow riders and readers of this forum by noting which dealer this is. if they did it to you, they've done it to others, and will likely do it again. you're clearly in a very populated area, and i'm sure there are plenty of local riders. to be sure, this is not only fraud, but a major safety issue. what if they fail to address an unsecured wheel bolt, etc.? they may do right by you, but this kind of thing needs to be exposed and addressed. unfortunately, i know of at least one other case at a dealer in idaho, so don't assume this is isolated. it is no wonder that h-d sells so many bikes. we should expect the same level of service from all dealers that they seem to provide.

adamoverdrive

Based on where he lives, the closest dealer is Freehold Triumph. That would be a GUESS though.

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Antny

It was freehold, (thought I mentioned that) and its not the first time I felt cheated. Just the first time I had physical proof to take back and show them. This type of thing goes on everywhere. After my first service I started marking parts to make sure the changed them. I just had a feeling that they were just changing the oil. One time I don't thing they even did that. I also like to bring my bike in very dirty so that I can see what was touched and what wasn't. They got caught this time but probably get away with it every day. I think all dealers do this. Its a shame. When you pick your bike up from service, go over it with a fine toothed comb before you leave the lot!

davidc

Had work done there twice: 500 mi. service and weepy valve cover gasket on last year's Bonneville. Good job on the gasket [I watched] but who the hell knows what any dealer does with the service. However, my faith is shaken in trusting this outfit now. Charging all that coin for what amounts really nothing? What now? An apology and a promise not to rip you off again? Here's a thought, after picking up the motorcycle, tell them the check's in the mail.

What goes on in these guys' heads is beyond me...

David

modre

I would go straight to Triumph with your proof and let them know you held up your end and the folks representing their future are sabotaging their best interests. No one's going to come down harder than the hammer that pays the bottom line.

don't stand for crap out of "professional pretenders"...there's people over their heads that have decision making powers.

freeholdtriumph

Hi all! Voice of the dealer here (yes, some of us dealers watch these forums). In our opinion, it is always important to hear feedback from our customers - whether good or bad. The good tickles our ears and the bad helps us to make changes that may be necessary. As our service manager already did, we do apologize to the customer for what appears to have been a "shady" service. Unfortunately, it could have been prevented. According to Triumph's service manual, in this service you are required to lube the wheel bearing. However, being a Triumph dealer for about 10 years now, we know that Triumph is a very small company, a fly-by-your-pants kind of company and not everything they say always jives. In this case, this bearing is a sealed bearing and is not supposed to be lubed, despite what the service manual states. Unfortunately the template that we use for our customer invoices states it to be lubed so this customer was expecting it to be done. We have since made some changes to our templates to make them read correctly so that we can avoid situations like this in the future.

It is unfortunate that if you have a bad experience you tell everyone, however when you have a good experience, it doesn't leak out so easily. I think that overall we have put smiles on our customer's faces, rather than scowls and hopefully we can do the same for this customer in the future should he give us another chance. As we did tell him, we don't want to lose him as a customer. This is a given for all of our customers as we wouldn't be in existence without you!

Melanie McCarthy
Freehold Honda Triumph

White214

Easy guys...

I've been a long time Freehold customer and feel I should say something to balance out all this negative criticism. I've been going to them since 1996. I know the owners well and they are honest people. Not knowing the full story, I can tell you if there was a mistake made it wasn't done on purpose at the direction of the managers/owners. Sounds like Freehold made an honest attempt to rectify the situation. Most dealers wouldn't do that!

I really hope that people reading this take into account both sides of the situation. They do a lot for the motorcycling community in the central Jersey area. It would be a shame for this to affect a honest, hard working, family owned dealership in a negative way.

White Speedy

adamoverdrive

I'd have to agree with David. Seems like a lame excuse. If that was the real truth then why would you refund him all the service hours and only charge him parts. If It really was a simple print mistake in the manual then why wouldn't you just explain that to the customer. I would think you'd be justified in charging the full price if you did the full service MINUS that one "mix up". Afterall, hours working on a bike are still hours working on a bike. Smells like BULLS**T to me.

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