Triumph Of Cincinnati

Reviews 3

RY

Ryan Clo

I took my 09 Street Triple in for a recall and broken clutch switch and recevied one of the worst customer service experiences of my life. There was also a mechanical mistake that could have killed me. No apology. I was told on several occasions that the bike would be ready, it never was. I had an out of state buyer and Triumphs hours indicate they are open on Saturdays. I called to be sure and overheard manager Mark(Dan) in the background telling the person on the phone with me to say that the service department was closed. I stopped by and wouldnt you know it, the service department was in fact open and the technician was even on duty. Manager Mark must have been annoyed that I would stop by during business hours when he told me not to because after that I got even slower and worse service. My calls were not returned. I was told several times the bike would be ready but it wasnt. I stopped in person, Mark saw me and went in the back and hid. He was told I was there but never came out. Seriously, it seemed like it was like a game for him. This dealership is totally understaffed and it would have been very reasonable for him to say," Hey were understaffed, we dont know when your bike will be ready" but that was never said. I was able to figure that out with all the time I had hanging around their showroom. I came back on another occasion and was able to get Mark in person. He said he didnt have my phone number (it was the first thing listed on the top of my repair order). He then tried overly hard to explain the complexities of Triumphs parts ordering system resulting in no clutch switch again. At this point, I am losing some buyers because I keep telling them that my bike will be ready and then it isnt so they assume something is really wrong. Mark lets me know that the recall is done and I let him know that I would like to pick up my bike and to call me when the clutch switch comes in (never did of course). He agrees but makes me wait 45 minutes while he "finds my battery." The salesperson felt bad for me and let me know that my bike was ready the whole time. I seriously cant make up this childish behavior. After picking up my bike, I stop next door for a moment at an auto repair shop. While the bike is idling, it stalls and there is a puddle of gasoline underneath. The auto shop owner allows me to borrow a tool and underneath the fuel tank where the recall part was accessed, a fuel line is not connected. A small (but serious) oversight and easily remedied. Had I not stopped for a moment, I would have been riding this bike when the fuel line came apart. I could have been seriously injured or killed. I sent Mark an email and got the most brief response ever that someone would contact me in the morning. No apologies. I did not get a call in the morning but in the afternoon, manager Mark had his newest employee of only 3 days call and ask if Id like to bring the bike back in. What real manager has their new employee of 3 days call a customer in a situation like this? And it was obvious that Mark had not explained to the new guy that the fuel line was already remedied. I would give credit for the owner who was willing to speak with me about the issue. Although he says that Mark claims I insisted on taking the bike indicating I had some responsibility. No, their technician made a mistake. And they did not follow their procedure of having the bike test ridden before delivery. I was not informed of any of this, I was handed my invoice and bike with no mention of any issues. I would also give credit to the salesperson, Don, who understands how to treat a customer and to the new guy who was doing the best he could after 3 days on the job. I did appreciate the few people who put in some effort to make it right but with the mistake and the treatment I received, I cant recommend it at this time. Also interesting to note that as of this day, manager Mark doesnt respond to any negative reviews, just loves on the positive ones. Take a management class dude.

RI

Rick Tryon

Leaving a negative review isnt really in my character, but I feel its necessary in this case to prevent others from having the same experience. I have tried to resolve this for months now and gave this dealership ample time to make it right, but nothing happened. So, heres my story. I purchased a new 17 T120 and was also offered an extended warranty and a "Priority Maintenance Agreement" with the purchase. After owning 3 different Triumphs, I realized the maintenance costs were high, so paying $1k up front for 6 services seemed like a good value, my only concern was if it was eligible wherever I lived as I do not live in Cincinnati. I was assured by the manager, Mark, that this warranty was good throughout the country, so I bought it. A few months later when I was ready for my 500 mile service I tried to schedule it with my local Triumph dealer in Indianapolis and was told the maintenance plan wasnt honored there. When I brought this up with Mark he assured me that it should be. This is where everything went downhill. In the weeks that followed I have never before seen so much finger pointing, blame shifting, and outright lying from a business person in my life. No resolution, no timeline, no genuine care for the fact that I was sold a product that I wouldnt have bought if I knew the facts in the first place. To add insult to injury, I was nearing 1000 miles and still needed to get my service done, so I took a day and rode the bike to Cincinnati and back (200+ miles) to have it serviced. Not exactly convenient. The kid working service (I believe his name was Nate) got chain grease all over the right side of the bike and intended on leaving it there until Mark noticed it as I was about to leave. Mark called Nate over and reprimanded him in front of me and made him take it back again to wipe it off. I had also mentioned to Nate that the front brakes were extremely noisy (high pitched squeal as I come up to stoplights) and it was quickly dismissed as brake dust. They still squeak just as loud after the "service". My 3 other Triumphs in addition to 4 other brands of bikes I have had in the past have never had extremely loud brakes due the brake dust. Pre-paid or not, I will NOT be taking my bike back to Cincinnati for service. This is a prime example of how NOT to do customer service, even if the sale of the maintenance plan wasnt a malicious lie in the first place, the total lack of resolution to the issue and the bad attitudes show some clear problems exist with this dealer and Id advise anyone to avoid the trouble and shop elsewhere.

DA

Darkloiad barnett

I dropped off an older triumph TT600(2001) so i understand it wasnt a top priority on their list of fixing. Told them i wanted the leak it had fixed(which turned out to be from a the Gasket from the crank case) but, they never looked at it once. My main concern however was the signals and horn were not working. This problem took them roughly 7+ months to solve. In order to receive any type of information on the bike i ended up having to call Triumph of America multiple times, in which i was told that it was an "extensive fix" and could take up to 7 months or longer in some cases. Which, after stripping the bike down to the frame, i found it does not. The only thing they did was put electrical tape over some of the older wires to hold it together. Not to mention, it was a Harley dealership that fixed the bike and not triumph. Overall, very disappointing experience. At first the sales rep i was dealing with, or someone else, assumed i had the inability to pay for the repairs being done, i did not push into this issue very far but its extremely inexcusable and unprofessional. The first sales rep was removed from his position or quit. After he left, apparently, both of their technicians had quit and I, or the others who had their bikes on standby for servicing were not informed of this delay OR that the bikes would be going to the owners Harley Davidson dealership for repair. Their website advertises that they have "highly" trained Triumph and BMW techs during all business hours, however it was rare i could stop by and a tech be there. According to one of their past reps, their techs are actually part time employees. During my time there, i can count at least 5 people who were replaced/quit/fired in a 7 month time period. If youre buying a bike, they will treat you with every professional courtesy in the book, although looking through recent reviews that is limited now also. However if youre going for a service, i suggest looking elsewhere first if you want it done in a decent amount of time and to be treated proper.