Indistinct Mumblings of an Unsound Mind

Every once in a while, there’s a company that just leaves me aghast by their behavior, attitude, and actions. Companies like Century Link (formerly quest), Ygnition, and the like have all tempted my patience when it comes to poor customer service. Today – I am fed up. I’m done. Performance Scooter of Scottsdale is the single most awful company I’ve ever dealt with.

Quick Summary, then you decide if you want to read about it:

1.) Was lied to about the product I purchased.
-Definitely not a Puma
-I take blame for this part, at the very least
2.) 1st Repair
-Repaired withing first 3 days for broken exhaust bolt
-While in for repair, Performance Scooter cracked my aluminum casing
-They repaired that as well, but didn’t tell me. Also, did not include it in the report
-Blamed me for issues until we demonstrated otherwise
3.) 2nd Repair
-Insulted me
-Implied that the product he sold me was inferior
-Issues caused by replacing  aluminum casing
-Performance Scooter called the Chandler Police a “Bunch of Dicks
4.) 3rd Repair
-Would not cold start
-Blamed me for not following directions
-Took in for repairs anyway, claimed it was a valve.
-When I called, Performance Scooter blamed “…Disgruntled China-Men…
-Here’s the Audio Link (LINK)
5.) 4th Repair
-Line disconnected, looks cracked
-Other unresolved issues (Brakes, Speedometer, License Plate, Broken VIN Cover, etc)
-All of the above issues were repeatedly mentioned but never addressed
-Called regarding repair, undetermined whether or not I’ll be using them (Cost)

 

I purchased a new scooter from Scottsdale’s Performance Scooter almost a month ago.  I was told it was a Puma Romeo, and it looked like exactly like one, excepting the JL150-T branding on the side. A quick look at the Puma website on my phone informed me that they sold a Juliet 150cc cycle that was the exact same model, just in a different color. Ok – they applied the wrong branding: It happens. I’m secure enough in my maleness to drive a “female-branded” brown scooter. No problem.

I admit: I’ve never purchased a vehicle before; So I didn’t know what to look for on the title that would have shown me that it wasn’t a Puma, but instead a Jinlun, made by Kingring. It’s right there on the title. So, first off – I was intentionally lied to so that Adam, the person in the store, could make a sale.

Ok – I didn’t even know that sort of thing still happened. Salesmen still pull that shaft in this day and age?

But for a moment, let’s cast this all aside and talk about the real issue here. I bought a brand new scooter and have had it in the repair shop umpteen times, and it’s waiting to go back in once more.

The first time I had driven my scooter a total of 32 miles, which was basically the ride home. The next day I went to take it out and noticed that a loud rattling was coming from the rear end. After pulling over and stopping in a church parking lot, I put the scooter up on its stand and rev’d the engine to discern where the rattling was coming from. To my surprise, it was the lower bolt that holds the exhaust on.

I called Kayla and had her bring me a crescent wrench. Turns out that was a waste of time. I tried to tighten the bolt, but it spun freely. When we completely removed the bolt and lined up the holes, it was obvious that the bolt had snapped and part was still stuck in the threading. Home again, Home again. I missed school all that week.

I called in for repair again and was placed on hold for 3 minutes. Then asked to wait, and placed on hold for another 30 seconds. Hold consisted of Performance Scooter’s handset being set on the table while I listened to the employee talk to another customer in person.

He came back, clarified who I was, and began berating me. While I tried explained the problems, he interjected that I should have had lesser expectations given it was a “thousand dollar scooter,” Robert then requested that I drive the scooter back to them. HE INSULTED ME AND THE PRODUCT HE SELLS. The next day, I did. I was secretly hoping they’d apologize and tel me it was a horrible mistake because both the person who repaired/assembled my scooter and the person answering the phone were drunk.

On arrival, the first thing Delton did was accuse me of over-tightening the bolt. Kayla corrected him, and we both let him know that the bolt broke of it’s own accord and it would be covered by the warranty. I also informed him that the front brakes were either warped or incorrectly calibrated, the speedometer did not accurately reflect the speed, and that the drivers license plate did not align to the mount (the hole spacing was too small). As a side note, when I arrived to pick it up I had to specifically ask for a printout of the services done; none of the additional services requested were completed.

Performance Scooter claimed to have fixed the main issue, though; and I had school the following week so I drove it home the next day.  I was about half-way home when the scooter began surging forward and falling backwards at speeds over 30 mph. I was so frustrated I ended up finishing the ride home at 20 mph. And I got pulled over by a police officer for going to slow. I explained the situation and he let me go, thankfully.

When I called Performance Scooter, they again asked me to drive it to them. I explained that I had already driven it out to them once and the combined costs of gas for two vehicles (scooter for repair and car for the ride home) was not affordable a second time for a required service that didn’t appear until after they “fixed it” in their shop. I was then informed that it would be a $50 fee for pickup, at which point I cut the man off and let him know that this is unacceptable, that this is a new issue, the majority of the previous issues weren’t fixed, and that I wasn’t legally allowed to drive. His response? “I doubt you’ll get a ticket for going too slow.” And my temper slipped a little as I exclaimed that I was already pulled over by the Chandler Police. He tried to build rapport by stating that he has been pulled over by them before, and they were a bunch of dicks. HE CALLED THE CHANDLER POLICE A BUNCH OF DICKS. Then he paused for a moment, discussed something with someone else, and stated they would be out the next day for pickup.

Delton came to pick it up, and they repaired it. Again. When I arrived to get my scooter, the told me that the electronic system was fried, and that it was the result of parts they had installed the last time I brought my scooter in for a repair. Then Delton told me that, when drilling out the broken bolt, he accidentally cracked the aluminum casing and had to replace that. THIS WAS NOT IN THE SERVICE ORDER PROVIDED TO ME. When he replaced the aluminum casing, he did it incorrectly resulting in a mechanical error that “tore up all the electrical components.” So, in effect, they performed an undocumented repair that resulted in the mechanical failure of my vehicle. They tried to charge me a delivery fee, but it was removed at my insistence, and still: I had to explicitly ask for documentation of services rendered. Noting again that, the other issues reported were not fixed or listed on the report.

Drove it home. Drove it to a friend’s house and left it there overnight. Came back the next day and it wouldn’t start. The bike was on, the engine would try and turn, but would fail. The kickstarter didn’t work. (To be frank, I asked him to demonstrate the kickstarter for me on initial delivery of my scooter. He tried, but it didn’t start. Delton attributed it to being a new scooter.) I let it sit for about 15 minutes, then it miraculously started. Drove it home and called Performance Scooter again.

They stated disbelief, but took it in anyway. I understand. If you can’t reproduce an intermittent issue, then you can’t troubleshoot. Claiming it was a incorrectly adjusted bolt, they fixed it and sent me home with it the next day. Not that it fixed anything. Same issue, but this time I recorded it via video so I could show them it was a problem with cold starting.

When Delton arrived, he blamed me using the On/Off switch (as instructed in the manual) and just forgetting to turn it on. I had previously advised him to watch the video, and after that insisted for him to watch it. Then I demonstrated that, had the On/Off switch been set to off, the engine would not have made any sounds and pointed out that it tried to turn over and made numerous sounds. He took it back in with him.

I called back the next day and spoke with Robert. He blamed it on a valve and stated they corrected it. Then he said, “Sometimes the China-men are dysfunctional…disgruntled China-men. They don’t do their jobs (untelligible) like in America we do ours.” Really? I actually record all my phone conversations, and this one is here for your listening pleasure (LINK).

I went out and got my scooter again. When I picked it up, I tried to tell Adam that Robert’s mouth is going to get the company sued if he keeps up the racism and the attitude, and that I didn’t appreciate it; but he blew it off. He tried to make an excuse for him, and I cut him off by telling him that language and attitudes like that are unprofessional and unacceptable. I also let him know that, if I were Chinese, I’d be filing at this very moment.

Three days later I drove to a doctor’s appointment. On the way home, the engine began to get very loud. Like a Harley Hog loud: Not very scooter-like. When I got home, I looked and a small hose running from the air housing to another part of the scooter had blown and was hanging down toward the back of the vehicle.  I called again, and again they expect me to drive it down to them despite it being broken.

And to top it all off, none of the other issues have been resolved. Ever.

I fully plan on taking it to Urban Commuter.

 

Categories: Business

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