On Aug. 12, I called Ed's to find out what their labor rate was. The parts manager told me either $50 or $55/hr. That was acceptable so I had my bike towed in.
To make their work easier and to avoid any mistakes, I provided them with a list including my contact info, bike info, recent bike history, and a request to provide an estimate for 4 items I wanted fixed. I also made it clear that this was my first visit, so they had an opportunity to impress me and earn a new, loyal customer if they wanted one.
I was told that due to a heavy workload, they couldn't get to the bike for 2 to 3 weeks. I accepted that time frame.
After 3 weeks with no updates from Ed's Cycles, I went to the shop on Sept. 3 to find out how the repairs were coming.
They looked for my service ticket and couldn't find it. They looked for the work list I had provided and couldn't find it. While they were searching for my paperwork, I took a look at the white board they use to track customers and their vehicles. My bike was listed near the top, but with the wrong model year and with work I had not requested (an oil and filter change). This was obviously somebody's best guess as to why my bike was there since my paperwork had vanished.
I asked how they could put up the wrong model year and incorrect work needed after I had provided a detailed list to prevent this very thing from happening. The manager explained that the former parts manager had quit and they didn't know what he had done with my paperwork.
I told them I would e-mail another list to them, which I did the following day (Sept. 4).
After waiting 4 more days and hearing nothing, I called them to find out my bike's status. The store manager told me she had not received my e-mail, even though it was in my Outlook's 'Sent Items' folder. So, I immediately resent my work list to Ed's on Sept. 9.
Finally, on Sept. 12, the mechanic working on my bike called me regarding the main problem preventing my bike from running. I authorized him to order some needed parts.
After waiting another 10 days without hearing anything, I made another trip to Ed's to find out what was going on. The mechanic said the bike was running fine and was ready to go. I asked if he had replaced the broken turn signal holders. He said, "I don't know anything about broken turn signal holders." My reply was, "The broken turn signal holders that are on my list." He had no response to that. We then walked back to the bike and I pointed out the broken turn signal holders. He said he would check the cost of the holders and call me with a quote, which he did.
Finally, on Oct. 5, 4 days short of 8 weeks, I got a phone call saying my bike was ready.
When I went down to pick up the bike, the bill showed a labor rate of $75/hr. I told the manager on duty that the former parts manager had quoted $50 or $55/hr., and that I had mentioned that to her in my e-mail on Sept. 9. She wouldn't budge on the rate, and neither did she explain why she had not informed me earlier.
But I still had one final surprise waiting for me.
When the mechanic brought my bike around to the front, he pointed to a chrome handlebar cap that was tucked under the seat strap. "You know about that, right?" No, I knew nothing about that. I informed him that that cap had been on the handlebar when it arrived at the shop 8 weeks ago, and somehow, someone had managed to knock the cap off when moving my bike around their shop. I also told him, "No way am I paying for a replacement cap." (The replacement cap arrived October 17 and I was not charged for it).
So, in the 8 weeks they had my bike, they demonstrated the following:
1) They don't read customer instructions
2) They don't provide requested estimates
3) They don't have an efficient work order system
4) They don't provide status phone calls
5) They don't answer e-mails
6) They are not careful with customer vehicles
7) They are clueless when it comes to professionalism and efficiency
8) They could care less about gaining new customers
Needless to say, I will never, ever return to Ed's Cycles for anything. read more
