Family PowerSports Lubbock

Reviews 3

TI

Tiffany

Update: Received a call from the general manager the day after posting this review. He heard our side of the situation as well as spoke with both his service manager as well as the service manager of the dealership the bike is at. He was very understanding and willing to help us out anyway possible to turn this issue into a positive. He apologized for the inconvenience and was able to help us put our minds at ease for our journey back. Thank you for taking the time to call and talk the matter out with us. The situation has been resolved to more than our expectation which is fantastic but still unfortunate that it had to occur at all. Took our bikes in for service before a cross country trip. Specifically called to make sure they worked on BMW since we live over 100 miles away and didnt want them to not be able to do the service. The next day my husbands bike was leaking oil so we called and emailed them. They a week later we finally got ahold of someone in service who stated they took responsibility for oil leak and would come and pick up the bike and fix the issue. Four days later a driver came out to our home and got the bike and took it back to their service department. A week later we called on it and it was still not ready but later that same day they called and said everything was fixed and it was over filled with oil which caused the gasket seal to break. They asked when it was good to bring the bike back to us and we had it a day later. We didnt have to pay for any of the additional service charges or the pick up and drop off due to them causing the leak. A week later we set off on our trip and about 350 miles in we stopped for the evening and what do you know the same leak still there. Had to get a trailer and truck to get to our resting destination. Decided since there is no Family PowerSports in CA where we were staying to take it to the nearest BMW dealer. Called Family PowerSports after the dealer told us it was the same leak from the same location that was supposedly fixed by Family PowerSports but obviously was not. Service tech we spoke with was super nice and stated he would pass everything on to the service manager for a call back. 4 hours later no call so we called them. Service Manger was rude and would not do anything for us. So even though it was their tech who caused the first leak and they took responsibility for it he stated this leak was just a "coincidence." Sorry but I dont think so. Family PowerSports came recommend to us since we live in a rural area with not many options but we will make sure to tell everyone we know to stay away. They cause damage to your bike take responsibility for it say its go to and send you on your planned upcoming trip of 1200 miles and then leave you stranded. The service manager could have at least apologized like all his employees under him did and tried to work a plan out with us but couldnt even do that. Nothing from him. Just completely rude. Stay away at all cost. Should have sucked it up and drive the 5 hours to the closest BMW dealership to begin with. Better service and happier customers.

DA

David Kirchhoff

This is a great company from what Ive experienced. Ive never been a fan of dealerships as they can be pretentious and have over-inflated price tags on everything but I enjoy Family Powersports. I have an older bike, a 1980 Honda CM400A, which needed a good amount of TLC to get it back into proper shape. The Parts Department is filled with a good group of guys who know me by name since Ive visited them so often, and have always done a great job of helping me with my requests. If they didnt have the parts they would recommend a good place in town or even help me look online for them, which I appreciate since finding parts for my bike can be difficult. A funny and charismatic group, they are always the highlight of my visit. I have had to use the Service Department twice; once for a state inspection which went quickly and smoothly, and twice for a oil change. Although the oil change went smoothly and they let me know that the oil filter bolt needs to be replaced as the head is almost rounded off, the price was a bit steep I thought. $80 to change the 3.5L of oil on my small bike, which the oil drain bolt and bolt to remove the filter are all easily accessible. I understand that there is more to the job than just changing the oil and motorcycles are more of a specialty, but I usually pay less for my car for the same services. I usually do my own mechanical work and at the price of $80, Ill be changing my own oil, though I will buy the oil from Family Powersports. Ive had little experience with the Sales Department as Im not in the market to buy a bike. I did however and I cant for the life of me remember his name, had a good chat with a salesmen about rental policies and test rides as Ive a fan of the Honda African Twin with the Automatic Transmission and was curious if I could ride one. The only one they had had been sold but he took down my information and told me if they got another one in, hed give me a call. Very polite and good-natured. Overall a great dealership, the only one Ive ever enjoyed. Ill continue to bring my business to them and I try to point people to Family Powersports whenever Im trying to convince them to buy a bike.

DA

Damon Hughes

I have to give a shout out to the parts guys at this place. Super hard workers! In particular, Taylor Williams and his extreme attention to detail and diligence while handling my situation. I own a 04 Polaris Ranger TM model, which is a basic 2x4 UTV. I was getting ready to take it on a trip to the mountains, but I was not going to be able to register my Ranger in Colorado to ride trails because of the lack of a roll cage. I went up to visit and discuss options with the parts counter, and Taylor was the young man helping me. After doing several searches, he informed me that my Ranger did not come with a roll cage, and the aftermarket cage was a discontinued part due to the age of the unit. I was totally bummed, but Taylor asked me to go home and measure some things and he would keep looking. I got the measurements back to him, and he discovered that the 04 Ranger 4x4 units had the same mounting locations and dimensions as mine. He helped me locate a used roll cage and it fit perfectly! Like it was meant to be. This whole process took over two months and countless phone calls/texts messages/visits to the store to ensure fitment before I actually got the roll cage. Even though Taylor didnt make a dime off the sell of the cage, that didnt stop him from helping me accomplish my goal so my family could still go on our trip. He was more than willing to answer any question I had and play middle man between Polaris and myself. Even though Polaris didnt believe Taylor nor myself that this type of retrofitting would work, his upbeat attitude about it gave me assurance that we would be successful!! Give that young man a 30-pack, a day off, and dont ever let him leave. His type of attitude and work ethic is so hard to come by with the new breed of workforce businesses face today, and someone will snatch him up! Great job FPS for finding people like Taylor and Clayton on the parts side and Dalton on the sales side to help take care of business for your customers!!