Bikes Galore Edenvale- Pathetic Service!

Complaint against the franchise of Big Boy , listed as Bikes Galore, in Edenvale. I recently enquired from Jason at the store about a repair to my 250cc ATV Pipecar. He told me it would cost R680 to repair and if left in the morning, I could collect in the afternoon. Parts were readily available. Based on this, I took my ATV in on Monday the 8th June at 9am. I also took a 150cc quad with me that was starting, but cutting out as it accelerates. I specifically asked for quotes on the quad, prior to any repairs being conducted. Later on Monday, my wife called the store and spoke to Sam, as we had not received the quote by that time. Sam said they will call us. This never happened. On Tuesday, I called and was told that the 250cc would now cost R950 and that the 150cc quad was not even looked at by then. I asked Jason why the increase in the price and he gave me his long run around story about why he had under quoted, etc. Take into consideration that this ATV has been in this store before & worked on by the same people. At this stage, he told me that he would have the parts on Wednesday and the car would be ready by Wednesday afternoon. I then asked Jason to relook at his price. Later Lynn called and said it would be R830. I told them to proceed. I went into the shop on Thursday, as I had heard nothing and the car was not yet being worked on and the quad was still not even checked. I told Jason, Lynn and another male in the store that I needed both items by Friday afternoon and that I was still waiting for the quote on the quad. On Friday morning, I went back to the store and found the Car and Quad in the workshop. They had just started looking at the quad, so I was expecting my quote. Jason was already annoyed because he had to go back to his supplier 3 times to get the correct parts for the pipe car. I don’t see why he should be annoyed with the customer if you have a sample of the part, but still bought the wrong parts. At 15:55, I got a call from Lynn to tell me that the car would not be ready because they now needed a regulator, which they could only get on Monday. The quad was already repaired, at a cost of over R650, without a quote, without my consent. I then asked Lynn why did they repair the car without first quoting and she became very rude and started yelling they she will just remove all the parts and block the quad up. I then told her to just leave it as it was and that I was coming to pick it up. She told me that the shop was closed. It was only 4pm. Their hours of business states 5pm. When I told her to wait for me, because I needed the quad, she just hung up the phone. I immediately got into my vehicle and drove to the store, only to find them still in the store. An argument broke out between us as they are extremely rude and arrogant and did not want to release the quad, without reason. Only when I took out my phone and started recording the incident, did they then allow us to pay and take the quad. At this stage, the car was still not repaired and the price of the regulator was a further R250, to the R830 quoted. I was told that I would get the car on Monday. On Monday, I heard nothing from the store. Tuesday was a holiday. I went to the store this morning around 9:45Am and found the car standing outside the store at the back and Lynn , yet again insisted that she called me in Monday to tell me that the car was ready. On inspecting the car, I found that a second hand regulator was installed . I was not informed about this prior to the repairs. When I asked what price I was now expected to pay for the regulator, I was told that it was still R250, with no guarantee, even though it was used and I was quoted R250 for a new part. I was then charged R1180 for the car, compared to R1080, as quoted. The difference in cost was added to Labour. I find the staff/owners of this store extremely rude, arrogant and unprofessional. They have no ethics and I will ensure that I do not support their store in the future.

As a expert in your field, I find it hard to understand why you can’t give the customer estimates for repairs. A new carb cost a specific amount. A service costs a specific amount, etc. With this, it should not be difficult to give the customer a worst case scenario price, unless you have ulterior motives. Why do you just repair the item and then tell the customer to pay whatever you feel like charging???

I have lodged a complaint with Big Boy Headoffice in Krugersdorp, who did not contact me, but rather just forwarded my complaint to the store. To which, I received an email from the store with further lies.

If this sort of pathetic behavior is acceptable by Big Boy H/O, then so be it. There are plenty other bike shops in Edenvale and I will rather take my ATV’s to someone else in the future. Other stores / people that are more professional and ethical: Russell Campbell - Van Riebeeck Rd Johnny - +27 (83) ***