This is what I sent to matts Honda. No response
-----Original Message-----
From: John Benchimol
Sent: Monday, October 17, 2016 9:50 PM
To: christopher@mattshonda.com
Cc: John Benchimol
Subject: Ducati service
Chris, I am not sure if you are the owner or not but I was just about to write an unfavorable yelp review for Matts Cycle Center and decided to just email you directly as I own my own business and would want someone to do this for me. I just want you to have a perspective of how this transaction went through my eyes. I had my Ducati worked on by your shop as it was in a minor accident in July. Originally, I called the Ducati dealer but it had to be transported so I called a local shop on the advice of my family that all live in Coxsackie. The first phone call was fine and I was told you have worked on Ducati' before and could pick up and take care of everything with no worries on my end. This was July 29th. I should have followed my instincts when it took 4 or more follow up phone calls to finally get my bike picked up 2 weeks later. Once I got the estimate which was pretty quick, I stopped in within 2 days as I was in the area visiting family. I went through everything with your service writer Joe and the only discrepancy was the rear trunk which was a Corbin part and would take 8 weeks to get, so we took it off the estimate. After 2 months of follow up with your service department I finally was told my bike was done- with the exception of the only real major scratch on it which the wrong part was ordered. In addition, I was made to feel like it was my fault because I told him not to order the trunk (which he thought was a Ducati part anyway). I finally had to call the Ducati dealer that you ordered parts from to get a status and I'm 1 hr they have me shipping info and tracking info. Again, followed up and was told part was not in even though I had a tracking number saying it had been. Mysteriously, they found it in 1 minute and I told them I would pick up next weekend (1 week) when I was up. I called again on Thursday to make sure it would be done and was told you just finished but they had bad news. The part they ordered was incorrect and they were just going to remove from the work order and not charge me. I said, fine as I was going to take it to the Ducati dealer anyway. I picked the bike up sat am and drive it home Sunday to CT. 2 things- when they changed my handlebars they must have payed the old ones on the tank to make the swaps and scratched the top of the tank. They also removed my cell phone holder and put it back so loose it would fall off-
I have to say, the worst part was even this, but I always felt like your service writer was snotty and doing me a favor for even talking to me. I'll be honest, I own and buy a lot of "toys" and this puts a bad taste in people's mouth about doing business with you. I see you are building a new showroom and I know a ton of people that have bought product from you, in fact I was thinking about buying a dirt bike and a snowmobile and would have from you.
Anyway, I have went on too long. Hope this gives you some insight into my experience. Good luck with your expansion. read more