RTO Bikes

Poor customer service and no response

I am posting this review on behalf of Bellum Arcus regarding our recent experience with RTO Bikes. On 23 March 2026 at 12:17, I phoned RTO Bikes and there was no answer. I then sent a WhatsApp message to the same number asking whether they do SYM repairs, and at 12:18 I received a generic automated reply. Shortly after that, I did get a response confirming that they do handle SYM repairs and asking me to let them know what was needed. I sent a picture of the part/problem and asked what the normal turnaround time for repairs would be. I was told that repairs usually take 1–3 business days, depending on parts required. Based on that, I was told I could bring the bike in, and the SYM was dropped off at their workshop. Later that afternoon, at around 16:20, I called again for feedback and was told to call back because the call had been answered on a laptop. When I called back, it went to voicemail. Soon afterwards, I received a call back and spoke to the owner, Carlton. He gave me some background on the business and explained that they had not yet had a chance to look at my SYM because Mondays are very busy, but he specifically said they would start on it the following morning, 24 March 2026, and get back to me by midday. On 24 March 2026 at 10:30, I sent a message to check whether we would still be receiving the promised report by midday. I received the response: “I will revert back to you during the day, we are quite busy at the moment.” I rep**** that I understood they were busy, but as a client I was simply trying to establish whether they had started working on the bike. I also called, but there was no answer. They then rep**** by message saying: “I understand that, please understand that there was other work from clients that was in before your motorcycle, I am just communicating the situation on the ground.” My issue was not that they were busy. My issue was that the owner had given me a clear commitment that I would have feedback by midday. If that could not be honoured, then that should have been communicated honestly from the beginning. I then made it clear that if they could not honour their word, I would collect the bike and leave a review on HelloPeter. Their response was: “Good day, we haven't gotten a chance to get to your bike yet due to our current workload, you can come and fetch it and take it to an alternative dealership/workshop as it might be difficult for us to meet your urgency, thank you.” This was followed by another message: “Please note we close at 4:00pm.” After that, I received a call from the owner, who told me that in all his years of operation he had never had an issue with a client like this, and that I should fetch my bike and post about my experience wherever I wanted. When I asked how long he had been in business, he said that it did not matter. This entire experience was disappointing. The problem was not the delay itself, but the poor communication, failure to keep promises, unanswered calls, and dismissive attitude once I raised concerns. As a business, we value honest timelines and professional client service. If a workshop is too busy to attend to a job, that is understandable. What is not acceptable is committing to feedback by a specific time, failing to deliver, and then responding defensively when the client follows up. Based on this experience, I cannot recommend RTO Bikes.