Give a motorcycle shop a second chance or blacklist forever?

[JML]

The nearest shop specializing in BMW's is an independent shop, that's been in this area for a long time. The online reviews of them have been generally favorable, but my one experience with them was very bad. Do I give them another chance, or vote with my dollar after the first experience, and never go back?

Several years back, when I was very new to motorcycling, I brought them my near dead Vulcan 750. The bike was barely running due to an (obvious) cracked vacuum hose and (hidden and unknown at the time) junk in the carburetors. They charged me $100 to replace the vacuum hose, and in the process broke off the plastic door which covers the tool box behind the seat. They failed to diagnose the carburetor problem, and left me with a bike that I drove home, but did not start again until the carburetors were cleaned.

They initially hid the fact they broke the tool box door, and when I confronted them about it later they shrugged and mumbled something. If they had been upfront, and apologized I would have quickly forgiven them, as the part is known to be flimsy and break off easily.

I initially wrote this all off as snobbery because I rode a lesser bike---a Kawasaki, and a cruiser at that. Of course the greater bike at this shop is the BMW, which I now have. If I had other nearby choices I'd continue to not go there, but this place is 2 miles from my house, and the next closest BMW shop is 25 miles.

Since my initial interaction with them, I've voted with my dollar and not made any service or accessory purchases from them. So do I try them again now that my bike is part of their "in" crowd?

[jarobi]

IMHO, you're overthinking it. If you trust them to fix your bike and you don't want to fix it yourself, let 'em.

[towerworker]

Any individual or business can make a mistake. And I have always thought most warranted a second chance. Might not even have the same people there I don't know. Give them another chance. If they do you wrong again then tell them before you leave. Be professional of course but let them know that you will probably not be back.

The next move is up to them.

Wayne

[Buckster]

I had a bad experience with an independant as well BUT they took care of the problem and charged me nothing!! It's been a year and I did go back this month for a tire replacement (which is what they screwed up on the first time) and they did a great job. I did warn the guy at the counter of my previous experience and he said he was new but had heard the story about the mishap. I guess the boss (owner) lit into someones a$$ after the mistake. I like to use the local guys if possible to make sure they will still be around in the future but if they seem like THEY don't care, then I will not care to use them again.

[johnnyjs1]

Give em another shot. And as far as the closest BMW Dealership being 25 miles away...consider yourself lucky, many members have to ride/drive hundreds of miles for the nearest dealer

[HikerGlenn]

Jml, you are lucky that your dealer is only 25mi. away. Mine is 53mi. away and i'm in a like/dislike relationship with them. They at least remember my name now when I walk in. Might be the same name they use for toilet paper when i'm not around!!! Good luck-Glenn.

[toolinalong]

JML,

I do my own periodic maintenance, but am not a wrench and some things I have no desire to tackle.

I have used that shop for over ten years now. Same owner, same BMW mechanic all that time. I have had 2 instances not unlike yours. One I let go, cause it may or may not have been his fault. With the second one the owner was upstanding and ethical in resolving the problem, way beyond what I would have expected from any independent or dealer. And he did it without me having to ask. In a 3rd instance, it took him 3 hours longer then the book called for to do the repair, and he told me about it but did not charge me for it. He said he would consider it a learning experience, and would know better how to do the operation the next time around.

Use him, and if something comes up, don't be afraid to voice your opinion. He is a bit shy, but he is an upstanding gentleman.

If you wish any more info, I would be happy to send you a PM.

[duke]

Bin the buggers and do not think about them once!

We are only human and happen to make mistakes.
However if we do not want to own up to those mistakes, and the service manager does not want to rectify something employee did - that says one thing - take your cash somewhere else!