*WARNING - WALL OF TEXT BELOW!!!!*
Well, after picking up my bike from Jacox HD on Argentia Rd. in Mississauga, I've decided that I'm never going back due to their questionable practices.
All 3 of these incidents happened from spring 2011 until now, January 2012.
Incident Number One:
Had a trip to the Dragon all planned out, and the hydraulic clutch on my Buell 1125r blew it's seals a week before departure date (I just had the entire hydraulic assembly replaced under warranty less than 2 months before this incident, so either the part was defective or the install was done poorly). They checked with Deely's (HD parts supplier in Canada), and were told they (Jacox) would have the parts in on the day after I was supposed to leave. I figured that wasn't a problem - I'd postpone for a week.
Was told my bike would be ready on Monday around noon for a pickup, and that they would call me in the morning. I called on the Friday (3 days earlier) to confirm all the parts were in house and the bike was indeed being worked on, which they claimed it was. Had friends coming to meet me at the Dragon from Atlanta (they also rescheduled after hearing I wouldn't make the original dates). Called on the Thursday to ensure the parts were in at Jacox HD - they were, and yes, the bike would be ready on Monday.
No call back on Monday morning. I call them at noon. Sorry, bike won't be ready till Tuesday.
Call my friends in Atlanta and tell them I'll be a day late due to repair delays.
No call back on Tuesday morning. I call them at noon. Sorry, bike won't be ready till Wednesday.
Call my friends from Atlanta (now at the Dragon) and say I'll be there 2 days late (will end up being drive down, ride 1 day, drive back at this point).
No call back on Wednesday morning. I call them at noon. Sorry, bike won't be ready till Thursday.
Call my friends from Atlanta (having a blast at the Dragon) and cancel my appearance completely.
Drive to Jacox to see if a visit in person can get their butts into gear - arrive at about 2:30pm. Head tech sees I'm upset, and comes over to talk to me. Says he can arrange for me to get a loaner bike until Friday. He seems to be a good guy, and his gesture was much appreciated, but I was there in my truck and would have been pointless to take a bike at that point.
No call back on Thursday morning. I call them at noon. Sorry, bike won't be ready till Friday.
Finally got a call back on Thursday at about 4:45pm saying my bike is ready for pick up. At this point, I'm livid - firmly let them know that I was not happy (no yelling or screaming). Asked to speak to the owner. He refused, stating he was on a conference call, but promised they would "take care of me."
Main problem: Jacox Harley Davidson lied to me repeatedly about delivery date and completely screwed over my vacation. Only good moment was the head tech (Gary I believe his name is).
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Incident Number Two:
Take my bike in for a new fuel pump/sending unit and possible dash cluster (warranty work).
To access the area where the fuel pump/sending unit is located, you have to drop the swing arm. To get to the axle nut, you have to remove my swing arm sliders (they sit in the recess of the swing arm, over the nut, and have a long threaded rod going completely through the axle to the other side).
Got the bike back in a decent amount of time, so I was very pleased. Unfortunately, it was a day that was windy (east to west winds), and was grey and threatening rain badly. I was dropped off by a friend heading into Toronto (I'm from Waterloo). By the time the bike was wheeled out, it had started to rain lightly. Not a problem I thought - leading edge of the storm, so if I hit the 401 west I could leave the rain behind (which, luckily, is exactly what happened). Should have given the bike a good once over before leaving, but erroneously didn't.
Next few days were rainy and crap.
First nice day after picking the bike up, a good cleaning was in order.
Lo and behold, my swing arm sliders were missing. Either the tech forgot to reinstall them or installed them incorrectly and they fell off on the 401.
Called Jacox Harley Davidson up, and told them. Service advisor said she would ask the tech if he remembers putting them on, and if he could look for them.
Give them a week. Call back. Apparently they can't find the sliders, leading me to believe they fell off on the way home.
Advisor told me she couldn't find them in her HD parts book - they're after market, and HD doesn't make them. Fine, she says. Order new ones, pay up front, and fax in the bill to them. Bill will be credited to my account ($100.15 after shipping).
Main problem: Missing sliders. Inconveniences me, and I'm out $100.15 up until the point I need to get something done outside of warranty work.
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Incident Number Three:
This one culminated today.
Took the bike in 2 weeks ago to get a major service done (check valves etc, which requires a rotation of the engine - 6 hours of labour and usual parts involved - beyond my skill set by a bunch, don't have the correct tools or space to do it either).
Asked to get a complete quote beforehand. Comes up at $700 all said and done after taxes. I asked them to apply my credit. Apparently, my credit has mysteriously vanished. I asked them to have a look through my file and records, to see if they can find my faxes. No luck. Told them I'd look for copies at home. Found copies, as well as the confirmation report showing the date, time, snapshot of first page and phone number sent to. Re-Faxed them in. Called later in the day. Since they had no record (i.e. they "lost" my original faxes, it wasn't noted in the file and the service advisor who was taking care of me longer works there) available, the best they were willing to do was give me a $50 credit, despite me resending in the original faxes and confirmation report. I didn't send the faxes from my PC or some corner store, but from my work, also using their cover pages, so it's obvious I'm not trying to screw them over.
Go over the bike before leaving. The deutsch plug (auxilliary power connector) is hanging out from under the side pod cowl (look up a pic of a Buell 1125r in case you're curious) by a good 4 inches - should be tucked away neatly. The right side engine casing wasn't cleaned worth crap. There are streaks of fluid running down the side of the case (by the hydraulic clutch), guessing from a bleeding procedure.
Had a fellow GTAM'er with me as a witness, so somebody else could see the state of the bike upon pick up etc.
Main problems: Due to a "clerical" error, I'm out $50 due to them screwing up twice (sliders missing, improper filing). Tried my best to prove my side, but without the ex-employee being there, they wouldn't listen. The tech's attention to detail is complete crap. Sure, they made a note that my header wrap is loose, but don't take the time to wipe the casing after a bleed, and put on the pod cover without putting everything back where it should be.
Final Resolution: Never EVER going back there again.
Recommendation for Anyone Else: Never EVER go there. Will relate my story to anyone who asks what I think of their service department. That's about all I can do.
Sorry again about the wall of text...
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