Service fiasco at Ridenow in Peoria, AZ

[dras]

Wow. Just wow.

I took my '08 Concours in for some routine service work before the extended service contract and extended warranty both expired at the end of January. Had a laundry list of things I wanted them to do and left it with them. I just got the bike back after 11 WEEKS!! I did tell them I was not in a big hurry for it, but 11 WEEKS?? Come on guys.

Missed a lot of prime riding season here in Arizona. It was just one mistake after another. They ordered the wrong service package from the service contract people so half of what I wanted done didn't get approved. They didn't bother to tell me this fact when they called me after about 8 weeks and told me it was finished and I could come pick it up. Drove clear across Phoenix (about 40 miles each way) to the dealership and they explained that many of the services were denied by the contract provider. After about 45 minutes of bitching and escalating the issue to a service manager they managed to figure out what happened (they ordered the wrong service package) they finally got it sorted out and got things approved. So I left it with them again and drove home very frustrated.

They said they would have it done in another week (?!). After a about a week they called to tell me they were replacing both TPMS sensors since they finally saw the low battery warning for the rear one themselves. Parts were on order and would be in in about a (another) week. Then they called me and said the tech had ordered 2 TPMS sensors but only 1 nut to mount them to the rims! More waiting for the second nut to come in. I finally got it back and my son and I drove clear across Phoenix again to pick it up. He followed me home and when I got off the bike at home he asked me if I was driving with my foot on the brake or something because the brake light never went out the whole way. Found the rear brake switch was mis-adjusted and the light was indeed on all the time. That was a quick fix but just really sums up the whole experience.

Because they had replaced the TPMS sensors with the new style, my 90 deg. valve stems wouldn't fit. I got 1 of the 2 back. Service writer said the other one was missing and he would mail it to me if they found it (right). A couple days later I went out to the bike and with the backlighting just right I noticed some spots on the V-Stream windsheild. Tried to clean them off but they are permanent. Looks like they splashed brake fluid on the inside of the windsheild when they were flushing the clutch / brake fluids. Also noticed a couple of spots of it on the black dash plastic and even on the speedometer. I am pissed to say the least. Who knows what else I'll find as time goes by. Almost scared to ride the thing now wondering what is going to fall off of it!

Sorry for the rant guys, but I would recommend staying far away from Ridenow Powersports in Peoria, Arizona. I know I'm going to.

[maxtog]

Sorry for the rant guys

No problem.  I am sure many of us can relate and sometimes venting helps.  Finding decent service in ANY industry can be challenging at times.  Sounds like your issues were compounded even more by it being a non-Kawasaki warranty, and working with a far away dealer.

I consider myself lucky that I just got my bike back after the rear brake recall, two TPS replacements (under warranty, with mounting my new tires) and had zero issues (other that slow communication).  It is not uncommon for shops to cause damage to vehicles in their care.  And it is also not uncommon for shops to drop warranty jobs to their absolute lowest priority.

[connie14boy]

This is why the dealers will never see my bike unless I have a major catastrophic failure of warranty status. I would check your mileage too- these guys ride the bikes like rented mules.

[maxtog]

This is why the dealers will never see my bike unless I have a major catastrophic failure of warranty status. I would check your mileage too- these guys ride the bikes like rented mules.

I hate to be "OCD", but in front of them, when I drop the bike off (same with my car), I make I note of walking around the vehicle, looking at it carefully, and writing down the mileage.  I have to show them some of the mods to the bike anyway for safe servicing (lowered, extra wiring and controls, how to get the seat on/off, crash bar attachment, etc), so it is a good segue into the mini-inspection.  I do the same thing on pickup.

[connie14boy]

Good idea Max- it makes them aware that you will hold them responsible for any shenanigans and damage incurred.

[556ALPHA]

I hate to be "OCD", but in front of them, when I drop the bike off (same with my car), I make I note of walking around the vehicle, looking at it carefully, and writing down the mileage.  I have to show them some of the mods to the bike anyway for safe servicing (lowered, extra wiring and controls, how to get the seat on/off, crash bar attachment, etc), so it is a good segue into the mini-inspection.  I do the same thing on pickup.

Where do you get your bike serviced?  Good experiences? Thanks

[maxtog]

Where do you get your bike serviced?  Good experiences? Thanks

Sunrise in Norfolk.  I should not have implied in my first posting that I expected bad things from my dealer in particular... it was just a generalization about service (experiences I have had from cars, nightmares I have read on the forum for years, things I have heard personally from other people, etc).  "Prepare for the worst, but hope for the best" or something like that.

Of my three bikes, two were purchased from them.  Service has always been good except they seemed to be unable to fix my ZRX carb issues permanently, after multiple tries.  I finally gave up and that (and this forum) is what led me to getting the Concours.  (The bike was 11 years old and with no fairings was freezing me to death under 60F, no matter what I wore; the carb issues were just the final straw).

[h2smokin]

Mine has been at tucson dealer now six weeks. I had same issue with wheel sensors, the nuts for the sensors have been on back order. I also showed them various wire routing and such just to make sure. Had them note mileage on work order as well. Supposed to pick up either Friday or sat. Gonna do another walk around with them. Better not be any splashing from fluid changes etc. like yours had. Sorry about your issues

[dras]

I hate to be "OCD", but in front of them, when I drop the bike off (same with my car), I make I note of walking around the vehicle, looking at it carefully, and writing down the mileage.  I have to show them some of the mods to the bike anyway for safe servicing (lowered, extra wiring and controls, how to get the seat on/off, crash bar attachment, etc), so it is a good segue into the mini-inspection.  I do the same thing on pickup.

I did walk around the bike to make sure all my farkles were still there, etc. The damage to the windshield is not obvious and it took me a couple of days to notice it in the right light. Now that I know it's there it sticks out like crazy - at least to me. It's still very frustrating that it took that long and then there were issues. Uggh!

On the original paperwork they gave me when they said it was done the first time, it showed qty. 12 spark plugs @ $11.50 each! I asked them if they just sprinkled the 8 extra plugs around for good measure or what? The service guy looked at me kinda funny and said that's obviously a mistake. Seemed like maybe I caught somebody padding a service contract claim, but I have no proof of that obviously. They fixed the qty. on the final paperwork. I understand we all make mistakes, but these clowns made more mistakes than non-mistakes.

[Rhino]

This is why the dealers will never see my bike unless I have a major catastrophic failure of warranty status.

+1

[dras]

To be fair, they did find the other 90 deg. valve stem and sent it to me. I talked to the service writer about the damage to the windshield and he said to get some pictures and sent them to him. He'd see what they could do about it. At least they seem interested in doing the right thing.....

[SANDPSYCHO]

I know a lot of guys from the Phoenix area that go to Glamis and none of them have anything good to say about Ridenow. If fact they all refuse to go there for anything. Good luck with them, hope you can get it worked out.

[fmwhit]

Another dealer to avoid!!!  Its to bad that Kawasaki doesn't yank the dealership from clowns like this.

Fred

[RickC14]

You're not alone. The last time I too my bike into the Ridenow in Kennewick WA  one of their gorillas broke my front fender and scratched the front of one of my mirrors. I noticed the mirror scratch when I picked up the bike, but figured I'd just buff it out.  Unfortunately, I didn't notice the crack in the front fender until a week or so later. No point in trying to get them to buy me a new fender because I know they will deny it.   

[h2smokin]

I bought my bike at ride now here in Tucson as it was new leftover 2009 for cheap. Never been back to them. Dealer was trying to sell me a $1000 3year warranty nonstop and it was irritating. Problem now is I'm having an issue with other Kawasaki dealer in tucson. Dealers are good for new bikes but I'm gonna have to do everything on my own from now on and avoid them otherwise