Powerhouse Motorsports

03/03/2017
Overall
Expertise
Professionalism
Selection
I called PM on 2/13/17 to inquire about the possibility of having my Big Dog Mastiff towed to them as I knew that I had a short in the starter and did not have the time to work on it myself. The first time Tyler answered the phone should have tipped me off about the lack of professionalism. He answered the phone abruptly, sounding a bit irritated, "Yeah?" When I stated, "Oh, I'm sorry, I must have the wrong #. I was trying to reach Powerhouse Motorsports," he stated, "Yeah, that's me. I'm just getting off a ski-doo." Okay......Anyway, Tyler told no problem, the bike could be dropped off any time and he would call me with an estimate within a day or so of receiving it. I had it towed on 2/15/17. When I called that morning to confirm that it would be okay to have it brought in that day, I spoke with a female who assured me that "one of our techs will get right on it and get back to you very soon after looking at it." I waited and waited. On Fri. 2/24, I had to be the one to call. Unfortunately, it was after hours and I tried to leave a message. The voicemail box was full and I could not leave a message. Then I looked at the info online and realized that he was closed on the weekends. Great! Good to know! However, interestingly, he must have been screening calls because Tyler called back a few min. later and stated, "Yeah, you just called me." Never identified himself. Me: "Ummmm......I don't know who YOU are????" Tyler: "Yeah, this is Ty with Powerhouse." Oh, well thanks for clearing that up! I inquired about the estimate. Tyler: "Yeah, I've just been slammed and I haven't had a chance to take it apart. But you have a lot of wiring issues going on. I mean, ALOT. And you know, time is money." Hmmmmmmm........you see, I thought the way this whole customer service thing worked is that my money is tied to YOUR time....... At least it is in MY business. And--there are only 10 SIMPLE wires on the bike, for crying out loud! When I politely complained about the lack of a courtesy call, Tyler stated, "Yeah, I am the worst secretary in the world. And it's just me and my wife and she only works 2 days a week for me and we have been super busy." Clue #2: Hmmmm.....she had made it sound like you had a staff of SEVERAL other "techs." Ok, no big deal. Me: "So.....when do you think you CAN look at?" Tyler: "I will get to it on Mon. or so and will call you back." Me: "OK, thanks. You have my numbers, right?" Tyler: "Yes." I waited all week, no phone call. As of this morning, 3/3/17, I am making arrangements for AAA to tow it back to my house and will take the starter out myself and take it to another provider who knows what they are doing and who may not be so "stressed for time." Lesson learned: read the other reviews online before choosing a potential provider. Word of advice, Tyler, from one experienced business owner to a new one: Good customer service = to staying in business! By the way, word gets around REAL FAST amongst fellow bikers! Just sayin', Bro! Good Luck!