PowerSports of Rockville

Reviews 3

ED

Eduardo Hernandez Frei

I cant believe I am rating this so poorly because I usually like to write good reviews to other companies, however I do believe this shop deserves a star or less. I purchased most of my gear and parts from them (two helmets, brakes, oil, gloves, light bulbs, and some expensive services) and yet every time I come in, none of the staff seen to recognize me. In face the staff that sit right in front of the store dont even bother to say hi or something to me when I come in, I feel as if there ignoring me. The service of this shop blow me off a bit quite, but the thing that angered me off the most was when I came into the store after I had an accident with my bike (cagers please stop texting and driving) and asked for a test to check for any possible internal damage. I informed one of the staff members (he really didnt seem concerned when I told them about the accident, he looked like he was more concerned of when lunch break was about to start). He followed me outside, briefly looked my bike and said to me "you want to make your bike look like new again, this needs to be replaced it going to be $400, this need to be replaced its going to be $800, this needs to be replaced its going to be $300". He even pointed at some of the fairings that needed to supposedly be replaced entirely even though they had an unnoticeable, almost invisible, crack! I told him that all I wanted him to do was to check for any internal damage such as a leak or a loose suspension or something! Finally he said "call your insurance and make a claim or something and when you have the money we will fix it!" I said to him "I dont have that kind of money, I just want to know if my bike is still safe to operate! Once we were both done talking, he went back inside telling me to wait there for a second. I waited patiently outside and after 30 minutes no one came outside, I thought to myself "I bet they all must be enjoying their lunch or something." After a couple more minutes, I just quit, didnt bother to go inside and keep fighting with them and left, arrived home luckily in my damaged bike. Why are they like that? What did I do to deserve such terrible service. I purchased a lot from them and they still treat me like that? Why are they only interested in taking my money and not really caring for any of my requests? I am done with this shop, I am no longer coming back to this place. I am sorry, but I hate this shop. Update: Ever since they integrated Yamaha Power sports into the shop, their service quality has gotten better. The employees that were there seemed to have been replaced or retrained, as I now feel like they know how to treat a customer. I had purchased another bike off a friend (supposedly) and found that many internal pieces (such as clamps and bolts) where missing. I wasnt sure in returning here, but after receiving a message from the owner, I decided to give this place another shot. The staff immediately ask if I needed help for anything, to my surprise. The manager went to the front to check out my bike and noted all the pieces that were missing. This was surprising because I went to other shops to determine what was missing and they couldnt find the pieces. They ordered it for me and after a few days, called me back to let me know that the parts had arrived. After giving them my keys (which I was a bit nervous to give) they took my bike to the back and (after a few hours) told me that they had install every piece that was missing, even going as far as replacing the rear brake pads (which I didnt tell them to do) and putting more oil because my oil reserves were low (which I didnt didnt know). Free of charge. I was amazed and how professionally and quite quickly they had done this. A huge change from the service I received from the past. To this day, I come back and continue to receive professional help. The staff is always on point asking me for help (and some staff telling the others that Im a regular). Amazing improvement!

A

A Private User

Pros: Great owner and staff that cares about the customer and is committed to getting the job done right; late hours (open till 8pm on weekdays, which makes it easy to come after work); and a convenient location (at least for me). ---------------------------------------- Cons: The showroom is smaller than a lot of other dealers and there isnt a lot of merchandise or accessories on display (although plenty of bikes). The staff promises they can order anything, but I like to be able to browse in person. Parking is also limited, and I can see where parking may be a concern as business grows. ---------------------------------------- My Experience I first stopped by Honda Powersports of Rockville right after it opened in July. Although I am not a Honda rider, and even showed up on my Suzuki SV650SF, the staff was very courteous and patient in answering all my questions and encouraged me to look around the store and sit on the bikes, but respected the fact that I wasnt looking to buy anything. At this time, they also mentioned that they would work on any brand/make of bike and encouraged me to come in if I needed anything. Therefore, when it came time to get my Suzukis 2 year / 14,000mi maintenance performed, I decided to give them a try. Unfortunately, I cant say that I was 100% satisfied when I came back to pick up my bike (the fairing was not seated right, there was a clip missing from the bottom joint where the fairing meet, and it had, what I perceived, as a tab broken on the lower cowling insert). When I pointed out the problems, Rob, one of the managers, was quick to take responsibility and said that he would talk to Paul, the owner, and make sure my bike was in the same condition as when I brought it in. The next day, when I came in (you really need to look at the bike together in person to address issues, phone calls just arent a good means of communication to resolve these things) Paul and Matt, the mechanic that worked on my bike, were waiting with my SV650. They immediately took responsibility for the missing clip and had it replaced. They also reseated the fairing so that it overlapped correctly. Paul also took the time to show me that what I thought was a broken tab was really two separate pieces that just connect differently on each side of the bike. At the end of the day, no one is perfect (me included), but the reason I would give this business five stars is the way they handled my concerns. The staff was upbeat in every conversation greeting me by name when I called or came in to the store. And Paul and Matt took the time (after 7pm on a Wednesday) to meet with me and address every one of my concerns.

AN

Anarchy Greaser

We were so excited to see the new dealership go up in this area. We had been planning to check it out and now that my friend has saved enough money to buy his bike, we found one listed at this dealership. We went in during the work week clearly dressed in business professional dress demonstrating that we are gainfully employed and more seriously funded than just a couple of kids. We walked around the showroom four times and neither the sales representative at the desk or the young man at parts spoke to us. We commented on specific bikes and despite looking for the bike we saw on their website could not locate it in the very small showroom. Not that this actually matters after the strangely rude experience today as neither of us would ever buy here now after the worst display of customer service I have seen in a really long time. After the first few trips around I commented to my friend that "you realize as many times as we have walked around and in front of the sales guy that no one has actually acknowledged our presence in any way and it is really weird". There was one client in there with his wife who were clearly making a purchase so despite the fact that the salesman should have at least said "hello" or "if you need anything let me know guys" or even "I will be with you when I have completed assisting this gentleman", I intentionally waited to see if the only reason we appeared to be transparent was that he was completely dedicated to this one sale. (still no reason why the parts guy also looked directly through us) The sale completed and as they walked out we waited a few minutes (with no actual hello or question still from the only other employee in there) and then walked outside to leave and go back to work. We walked right by the salesman in the parking lot who was watching the buyer leave once again less than five feet and actually paused for a moment to see if he would acknowledge the fact that two potential customers just walked in, walked around him at least ten times, walked out and were now leaving and he had not offered even ONE word to greet them or to ask if we needed anything. The lack of customer service offered here was actually strangely shocking and the worst that I have witnessed in years. We both agreed that there is no way either of us will give them a dollar in purchase of his new bike, service for either of our bikes, the gear he was looking at to buy and plan to inform any of our riding crew of the same. The search for his next bike will resume elsewhere. If you are in the market for anything that is carried here at PowerSports of Rockville, I recommend highly you look elsewhere too.