WESTERN HONDA MAY YOU BURN IN HELL
This is long but happened over a 13 week period, sorry if it's long winded:
Western Honda in Arizona, I've been a loyal customer of theirs for over 8 years, everything from body work, parts, helmets, and other gear. Have posted on many sites recommending them; have gotten tons of friends and club members to use them. Always the best prices, fastest shipping, prompt service and great to deal with….until now.
July 4th of this year, I had my first crash on the track; mostly bodywork, but also some mechanical things (stator cover, levers, cables, etc.). Insurance covered in and I got a check by the 11th. On the 12th I called and, as normal, asked for Parts then with someone who did “Sport bikes”. (There main business is dirt/ATV, so a lot of the guys there don't know too much sport bike stuff). This dude Troy said, “I can help you” and we started. I gave him the full list of everything. He later faxed me the pricing list. It was a bit over my check so we haggled on some prices that I could get on e-bay and removed things I really didn't need and got down to the check price.
So I wait a week and the stuff starts to arrive. First off, I have a 1996 CBR 900RR. That year they only made two colors; RED and Black with the red and white jagged stripes which is the one I have. So I open the boxes and…..BRIGHT ASS RED BODYWORK! WRONG! Then I open the other stuff; I ordered the mirror stay (from the tank to the mirrors) but the sent the front main stay. I ordered a stator cover and gasket, not found in the boxes. Nuts and fasteners were missing or wrong. They sent a left side when I ordered a right side, etc. and to top it off, UPS broke the upper fairing into 4 parts. Everything had to go back, except the new helmet, the 2005 limited edition Nicky Hayden Wired; retails for $769, got it at cost for $499. Sweet, it's the new RX-7 model replacing the Quantum series, which I wear, which Troy said would fit the same. (Wrong, but that comes later).
So I immediately call and say it's all wrong. Troy is “freaking with guilt” so he acts. He immediately puts me on hold. He comes back saying that his manager said that with me spending so much money ($3400) and being such a loyal customer, that Troy needs to do what ever it takes to keep me happy. So Troy said he was requesting return tags be ordered immediately from UPS and that he would reorder all the stuff that day. He said it should take about 2-3 days from the order for UPS to come and get it all. Fine, I feel good and pack up everything and stack it at my front door. 2 days go by, 4 days go by, 6 days go by, still no UPS. I call back and “everyone that can help me including Troy have gone on vacation or are out”. Hmmm.
So I call on day 10, and talk to the shipper and find out he was never told to order return tags. (Mind you they have a 30% restock fee after 15 days even if it's their fault and if you don't tell them right away. I didn't know that until later, see helmet return story at the end). So I get Troy on the phone and give him **** and by the end of the week, UPS finally comes and gets it all. In the mean time, I'm asking where is the new stuff. I start calling just about every day, yeah, to some I might have become a pain in the ass but we're talking about $3000 worth of stuff plus another $550 out of pocket extras. Troy keeps telling me it's ordered, it's on the way, some stuff is in and we're waiting for the others to save on shipping, blah, blah, blah.
So, now it's been three weeks and still nothing. I'm starting to get pissed. I keep getting, “don't worry, we're going to take care of you bro, I'm going to throw in some extra stuff like spray polish, a free dark smoked screen for the helmet, etc.”
Now week 4. Still no stuff and I'm on this guy now. I've had to cancel one track day ($200) and now it's looking like another one will be canceled and you can't get that money back. He's now telling me that they've got just about everything in and they are waiting on a few small things. I tell him he's got 4 days then I want what they have over nighted to me on that sat. Mind you my bike is on stands and jacks with only a frame, engine and swing arm. I'm waiting on the triple clamps also. The whole time this has been going on, I call, he says he'll check in on it and call back in 30 min. Every time I have to call him back after 3 hours of waiting and no calls. So, the day comes and I find out that he's gone home with no call or tracking numbers. We're about to go on week 5. I talk to Zach. Zach is a good guy that came clean and said that Troy hasn't ordered anything because it's their policy to only reorder when returns have come into the store. I F'ING FREAK!!! I was never told that. He says that he's not surprised and this isn't the first time Troy has F'ed over a customer. I go nuts.
I call on Monday, Week 6 and talk to the Owner and lay into him. He seems like he wants to help, but doesn't seem to care, that kind of tone. He passes me off to the Parts Manager and this guy listens to me go off about his lying employee and says we'll nect time talk to Zach, Troy is a dirt bike rider and doesn't know much about sport bikes. WHAT!! I requested a sport bike guy help me week 1! He has no answer but that he'll help me and reorder. We get the order done but never do I get an apology from either Owner or manager.
So, week 7 I get my stuff…..HALF WRONG, HALF MISSING, HALF DAMAGED! UPS damaged the tank at the tabs where you bolt it to the frame, they are bent 90 degrees and chipped to the bare metal. I'm sent a dirt bike seat?!?!?!?! an upper stay for a 92-94 CBR, and missing half the other stuff. Come to find out there where things on back order they didn't tell me, but according the day before, “everything has gone out”. I call and flip out. Once again, I must wait for UPS to pick it up before they reorder. I call the owner and wig. My friends are now telling me to send it all back and get my money. I give them one more chance.
Week 8. The rest comes except one piece on back order. Fine. I put the bike back together and ride for the first time Monday, week 9.
That brings us to the $500 helmet. I realize it doesn't fit once on the bike. (A brief note: I'm about 285 lbs, 5-11 and have been going the gym for 16 years. They call me shampoo because I'm all head and shoulders i.e. no neck) so when I put a helmet on while standing, no problem it fits, but when I'm on a bike leaned forward and over the tank and then have to look up, the back of the helmet pushes right into my traps and delts. I then realize the RX-7 DOESN'T NOT FIT LIKE THE QUANTUM TROY!! and it is pushing on the top back and top front of my head and it hurts. I wear it once to work and back home and then try to find a way to make it fit. I call Arai and ask if I can switch out pads, etc. They say it's no good because the inner shell is a bit different that the Quantum. So I call Western Honda on week 11 to return it. They, Jack the parts manager, says to just box it up and send it back, so I did.
About a week later (Week 12-13) I see the credit on my card for $350!?!?!?! So I call and talk to Jack the parts manager and get the, “well there's a 30% restock fee.” I say I was never told that. He said it states it at the bottom of my invoice. I say the original invoice was sent back 13 weeks ago (as requested) with the first set of damaged and wrong orders. He says that that's my fault for not making a copy or reading it. I then say, well how about cutting me a break or can we compromise. He tells me he's given me break after break after break with regards to taking care of me and giving me the prices most wouldn't get on things. I say well thanks but that's your decision not mine plus after all that with Troy and lying and wrong parts, why not make me happy. He says that stuff is a separate issue from the helmet. Then he starts getting mad because now he's stuck with it (even though they should be able to sell it by the end of the month and get more for it than I paid, plus my additional $150 they kept. He then says that he had told Troy never to order it for me in first place, that they don't like doing helmets mail order. Well guess what, their adds and “on hold phone” ad says that that's one of the things they specialize in, helmet sales in store and mail order. So more or less, I could have kept it and sold it on eBay for more but saved any one of you like $150-$200 on it.
So now, I'm pissed, he's pissed and more or less it's conveyed to me that they don't want any more of my business. I was just about to basically tell this guy and his store to go F them selves but decided to just hang up.
So, in a nutshell, they don't care. The management never took responsibility for their employee and didn't work hard enough to take care of me and even over charged my buddy at the same time. He was given a price over the phone and the credit card statement had an additional $25 on it.
Stay away from these guys.