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Formal complaint regarding the dealership of Lebard and Underwood of California:
In the spring of 2004, I purchased my first Yamaha scooter. As recommended by the Yamaha Corporation, I brought my vehicle in at the 600 mile mark for its first service. According to the Yamaha owner's manual for that scooter model (Yamaha Vino), certain procedural maintenances were to be performed at that time, including transmission oil, engine oil, hoses and lines, filters, and strainers were all amongst the items that were to be inspected and serviced, if necessary.
Sometime after 7 days, I picked up my bike. I was informed by the service department manager that everything had checked out okay. I must confess I was somewhat disappointed to discover that I had not received an itemized checklist of what was inspected and serviced. No maintenance or service notes were listed on the work invoice. The only words on that work order were "first service." I found this somewhat unsatisfactory, considering that the first servicing of any new bike is essential to the long-term life of the engine. One would think that such pertinent issues, such as well-documented and itemized records of exactly what procedures were performed at that time, would be standard protocol. However, they apparently are not at LeBard and Underwood. In addition, the first servicing was not covered under the warranty; I paid for the servicing on my own. I expected more specific documentation and service notes as to what exactly was done during that time. I must confess this left me with a somewhat dissatisfied prospective. Writing "first service" across the work order without any specific details or itemized lists for my records serves me little purpose in maintaining an accurate history of my bike and its performance history.
Sometime after the 7,000 mile mark on my Yamaha Vino, it became clear to me that it was time to replace my tires. Once again, I decided to bring my bike to the service department at LeBard and Underwood. Within a couple of days, I returned to pick up my bike. As I collected my key and picked up any pertinent paperwork from the service department manager, I thanked him and went on my way. At approximately 1 mile down the road from the dealership, I became very startled by a very loud and audible chaffing sound coming from the back tire. I at once pulled over to the side of the road to inspect the backend of the bike. The Yamaha Vino comes equipped with a small, black, and flexible fender or faring, which covers the rear tire of the bike. This fender is not held into place by any nuts, bolts, or screws per say, instead, it is fitted with a series of small notches that act as seats for a series of pins that secure its placement over the top end of the back tire: two on the left and two on the right. Though the fender was seated correctly on the left-hand side, the two fittings on the right-hand side had been overlooked and not secured properly into place upon completion of new tire installation. This caused the right side of the faring to come down on top of the moving tire, rendering the loud chaffing sound I was hearing. Though I was easily able to rectify this issue by myself with minimal difficulty, I was very upset by the fact that whoever worked on my bike allowed this oversight to happen. Though I was quite angry about this incident, for whatever reason, I never voiced my frustration.
Sometime shortly after this, I began to discover some problems with my bike in regards to fuel flow. Again, I brought it into the service department of Lebard and Underwood. My issue with the bike was that it was idling erratically and cutting out at high speeds. After a lengthy stay at the shop, I was informed the bike would need a new carburetor. Fortunately, this repair would be covered under the warranty. Upon picking the bike up, I found myself disappointed once again by the sloppy handwritten documentation of the procedures and parts that were needed to complete the repair on my bike. Although the erratic idle issues did seem to be resolved, the bike still continued to cut out at high speeds. Overall, I once again found myself dissatisfied and befuddled at what may or may not have been done to the bike while it was in the shop at Lebard and Underwood.
In the spring of 2006, I purchased a 2006 Yamaha Majesty from Lebard and Underwood. As recommended by the Yamaha service manual for that model, I once again took it in for its mandatory 600-mile service. I also made note of an issue that was taking place with the bike. Upon acceleration at low RPMs, I discovered small backfires or pops coming from what I perceived to be the exhaust pipe of the bike. I was informed by the service manager that he would look into the issue, as well as provide the mandatory 600-mile service. Upon picking up my bike the following day, once again I received no itemized documentation of what exact services had been performed on my bike at that time. As was the case with the Yamaha Vino, the only thing for my records was my carbon copy of that work order that sloppily read, "first service." Again, I found myself dissatisfied at the lack of emphasis or importance on the significance of well-kept and neat records at the preliminary stages of the performance history of a brand new bike that I had just purchased from that dealership. At that time, I inquired about the issue of backfire that had been taking place from the bike's exhaust pipe. I was informed the bike had an exhaust leak and the problem had been rectified. However, there was no documentation provided for my records of any such phenomenon, only the service department manager's word. Upon leaving the dealership, I kept a close listen for any audible sounds that may be coming from the back exhaust system. No sooner did I get a quarter mile down the road did I notice the issue was exactly the same as the day I brought it there. That issue still continues to this day. Once again, I bit my tongue and chose not to bring forth any sort of formal grievance.
As recommended by the Yamaha owner's manual for the 2006 Majesty, I began the process of basic owner maintenances and procedures recommended for the long-term function-ability and performance of the bike: maintaining and checking oil levels; keeping a close eye on tread wear; and keeping coolant level accurate. One such recommendation by the Yamaha owner's manual for the 2006 Majesty includes periodic checking and cleaning of the three filter elements for that model. Somewhere around the 1800 mile mark, I was successful at my first attempt to remove, inspect, and clean those filters, as recommended. Somewhere around the 3000 mile mark, I once again removed those same covers and cleaned out those filter elements. Upon my next inspection of those filters, after a particularly long expedition through hot and dry climates, I decided it June 5, 2006, I proceeded to the sales counter in the service department at LeBard and Underwood. My intent was to purchase all three filter replacements for installation by myself at a later time. Though I was able to purchase air filter elements GR007 and GR009, there was no stock for the third filter: 5RU-15407-02. This filter is for the primary belt drive housing.
Sometime in the days shortly after this, I brought my bike back into the service department at LeBard and Underwood regarding a minuscule knocking sound emanating from the backend of the bike. I thought that perhaps this sound might be related to something that perhaps malfunctioned within the back brake assembly. Upon picking up my bike, I was surprised and somewhat embarrassed to learn that the noise I was hearing had been coming from a fancy oversized valve stem cover that I had purchased for the bike. For a second I found this hard to believe and asked if they had inspected the brake assembly and surrounding areas at all prior to learning this. The service department manager informed me that they had indeed given the bike a thorough inspection, claiming, not only did they disassemble and go through the rear break assembly, they had also dismantled and looked into the transmission of the bike. The service department manager also issued a recommendation to me that all my air filter elements be changed immediately, due to excessive wear and dirt. I informed him of my visit to the sales branch of the service department of June 6, 2006, and explained I had indeed ordered all such parts and already had two in my possession and was planning to change them all before my next road trip in the coming weeks. I also explained the third and final filter was still currently on order. I thanked the service department manager for rectifying the problem and headed off on my way.
On approximately Monday, June 19, 2006, I received confirmed that the part I had ordered had arrived at LeBard and Underwood. On June 24, 2006, I was able to pick up that part. This afternoon, June 25, 2006, it was my intent to replace that filter. As I had done before, I attempted to begin the procedure of accessing that filter via the simple process of manually removing a small piece of faring and case covering, as directed by the Yamaha manual for the 2006 Majesty. Upon beginning this process, it was not long before I realized that the six primary screws required for removal had all been over-torqued and stripped out completely. Though I was able to insert the tip of the screwdriver into the head of the screws, turning those screws proved impossible as they were not coming up or out of the sockets. They were just turning in place. It is more than clear to me that whomever last removed this covering and consequently reinstalled it made a critical error of over-torquing these screws, which left me with no means of opening or accessing this filter element. Sometime shortly after this, it became apparent to me that there is no way or possibility that I am responsible for such blatant disregard or oversight of this nature. I have previously removed that very air covering casing on at least two separate occasions without incident. It is only now after my last visit wherein a thorough diagnostic was completed that this phenomenon has shown itself. To say I am angry would be an extreme understatement. This is disregard, irresponsibility, and unprofessionally at a very high level.
How am I supposed to feel about this?
I bought the bike in for a repair, and it came out with more problems than it went in with it.
Time and time again it would seem that the supposed "Gold award service dealership" of Labard and Underwood had left me hard pressed with even just one good thing to say about them. I fully intent to take this issuie as far as I can with both the better business bureau and the Yamaha motor Corporation.
In the spring of 2004, I purchased my first Yamaha scooter. As recommended by the Yamaha Corporation, I brought my vehicle in at the 600 mile mark for its first service. According to the Yamaha owner's manual for that scooter model (Yamaha Vino), certain procedural maintenances were to be performed at that time, including transmission oil, engine oil, hoses and lines, filters, and strainers were all amongst the items that were to be inspected and serviced, if necessary.
Sometime after 7 days, I picked up my bike. I was informed by the service department manager that everything had checked out okay. I must confess I was somewhat disappointed to discover that I had not received an itemized checklist of what was inspected and serviced. No maintenance or service notes were listed on the work invoice. The only words on that work order were "first service." I found this somewhat unsatisfactory, considering that the first servicing of any new bike is essential to the long-term life of the engine. One would think that such pertinent issues, such as well-documented and itemized records of exactly what procedures were performed at that time, would be standard protocol. However, they apparently are not at LeBard and Underwood. In addition, the first servicing was not covered under the warranty; I paid for the servicing on my own. I expected more specific documentation and service notes as to what exactly was done during that time. I must confess this left me with a somewhat dissatisfied prospective. Writing "first service" across the work order without any specific details or itemized lists for my records serves me little purpose in maintaining an accurate history of my bike and its performance history.
Sometime after the 7,000 mile mark on my Yamaha Vino, it became clear to me that it was time to replace my tires. Once again, I decided to bring my bike to the service department at LeBard and Underwood. Within a couple of days, I returned to pick up my bike. As I collected my key and picked up any pertinent paperwork from the service department manager, I thanked him and went on my way. At approximately 1 mile down the road from the dealership, I became very startled by a very loud and audible chaffing sound coming from the back tire. I at once pulled over to the side of the road to inspect the backend of the bike. The Yamaha Vino comes equipped with a small, black, and flexible fender or faring, which covers the rear tire of the bike. This fender is not held into place by any nuts, bolts, or screws per say, instead, it is fitted with a series of small notches that act as seats for a series of pins that secure its placement over the top end of the back tire: two on the left and two on the right. Though the fender was seated correctly on the left-hand side, the two fittings on the right-hand side had been overlooked and not secured properly into place upon completion of new tire installation. This caused the right side of the faring to come down on top of the moving tire, rendering the loud chaffing sound I was hearing. Though I was easily able to rectify this issue by myself with minimal difficulty, I was very upset by the fact that whoever worked on my bike allowed this oversight to happen. Though I was quite angry about this incident, for whatever reason, I never voiced my frustration.
Sometime shortly after this, I began to discover some problems with my bike in regards to fuel flow. Again, I brought it into the service department of Lebard and Underwood. My issue with the bike was that it was idling erratically and cutting out at high speeds. After a lengthy stay at the shop, I was informed the bike would need a new carburetor. Fortunately, this repair would be covered under the warranty. Upon picking the bike up, I found myself disappointed once again by the sloppy handwritten documentation of the procedures and parts that were needed to complete the repair on my bike. Although the erratic idle issues did seem to be resolved, the bike still continued to cut out at high speeds. Overall, I once again found myself dissatisfied and befuddled at what may or may not have been done to the bike while it was in the shop at Lebard and Underwood.
In the spring of 2006, I purchased a 2006 Yamaha Majesty from Lebard and Underwood. As recommended by the Yamaha service manual for that model, I once again took it in for its mandatory 600-mile service. I also made note of an issue that was taking place with the bike. Upon acceleration at low RPMs, I discovered small backfires or pops coming from what I perceived to be the exhaust pipe of the bike. I was informed by the service manager that he would look into the issue, as well as provide the mandatory 600-mile service. Upon picking up my bike the following day, once again I received no itemized documentation of what exact services had been performed on my bike at that time. As was the case with the Yamaha Vino, the only thing for my records was my carbon copy of that work order that sloppily read, "first service." Again, I found myself dissatisfied at the lack of emphasis or importance on the significance of well-kept and neat records at the preliminary stages of the performance history of a brand new bike that I had just purchased from that dealership. At that time, I inquired about the issue of backfire that had been taking place from the bike's exhaust pipe. I was informed the bike had an exhaust leak and the problem had been rectified. However, there was no documentation provided for my records of any such phenomenon, only the service department manager's word. Upon leaving the dealership, I kept a close listen for any audible sounds that may be coming from the back exhaust system. No sooner did I get a quarter mile down the road did I notice the issue was exactly the same as the day I brought it there. That issue still continues to this day. Once again, I bit my tongue and chose not to bring forth any sort of formal grievance.
As recommended by the Yamaha owner's manual for the 2006 Majesty, I began the process of basic owner maintenances and procedures recommended for the long-term function-ability and performance of the bike: maintaining and checking oil levels; keeping a close eye on tread wear; and keeping coolant level accurate. One such recommendation by the Yamaha owner's manual for the 2006 Majesty includes periodic checking and cleaning of the three filter elements for that model. Somewhere around the 1800 mile mark, I was successful at my first attempt to remove, inspect, and clean those filters, as recommended. Somewhere around the 3000 mile mark, I once again removed those same covers and cleaned out those filter elements. Upon my next inspection of those filters, after a particularly long expedition through hot and dry climates, I decided it June 5, 2006, I proceeded to the sales counter in the service department at LeBard and Underwood. My intent was to purchase all three filter replacements for installation by myself at a later time. Though I was able to purchase air filter elements GR007 and GR009, there was no stock for the third filter: 5RU-15407-02. This filter is for the primary belt drive housing.
Sometime in the days shortly after this, I brought my bike back into the service department at LeBard and Underwood regarding a minuscule knocking sound emanating from the backend of the bike. I thought that perhaps this sound might be related to something that perhaps malfunctioned within the back brake assembly. Upon picking up my bike, I was surprised and somewhat embarrassed to learn that the noise I was hearing had been coming from a fancy oversized valve stem cover that I had purchased for the bike. For a second I found this hard to believe and asked if they had inspected the brake assembly and surrounding areas at all prior to learning this. The service department manager informed me that they had indeed given the bike a thorough inspection, claiming, not only did they disassemble and go through the rear break assembly, they had also dismantled and looked into the transmission of the bike. The service department manager also issued a recommendation to me that all my air filter elements be changed immediately, due to excessive wear and dirt. I informed him of my visit to the sales branch of the service department of June 6, 2006, and explained I had indeed ordered all such parts and already had two in my possession and was planning to change them all before my next road trip in the coming weeks. I also explained the third and final filter was still currently on order. I thanked the service department manager for rectifying the problem and headed off on my way.
On approximately Monday, June 19, 2006, I received confirmed that the part I had ordered had arrived at LeBard and Underwood. On June 24, 2006, I was able to pick up that part. This afternoon, June 25, 2006, it was my intent to replace that filter. As I had done before, I attempted to begin the procedure of accessing that filter via the simple process of manually removing a small piece of faring and case covering, as directed by the Yamaha manual for the 2006 Majesty. Upon beginning this process, it was not long before I realized that the six primary screws required for removal had all been over-torqued and stripped out completely. Though I was able to insert the tip of the screwdriver into the head of the screws, turning those screws proved impossible as they were not coming up or out of the sockets. They were just turning in place. It is more than clear to me that whomever last removed this covering and consequently reinstalled it made a critical error of over-torquing these screws, which left me with no means of opening or accessing this filter element. Sometime shortly after this, it became apparent to me that there is no way or possibility that I am responsible for such blatant disregard or oversight of this nature. I have previously removed that very air covering casing on at least two separate occasions without incident. It is only now after my last visit wherein a thorough diagnostic was completed that this phenomenon has shown itself. To say I am angry would be an extreme understatement. This is disregard, irresponsibility, and unprofessionally at a very high level.
How am I supposed to feel about this?
I bought the bike in for a repair, and it came out with more problems than it went in with it.
Time and time again it would seem that the supposed "Gold award service dealership" of Labard and Underwood had left me hard pressed with even just one good thing to say about them. I fully intent to take this issuie as far as I can with both the better business bureau and the Yamaha motor Corporation.
