Cycle City Hawaii — Attraction in Honolulu

My 1 year in the making review. The only upside to my review is the friendliness of staff I myself am within the service industry, so I always try to be extra understanding. When you walk in to Cycle City, you are greeted by the cashiers who have always been friendly. My only true issue with the cashiers is that when checking out, there is a sign that states when making purchases with a credit card, unless a certain amount is met an extra charge will be applied. The amount of the total or fee is never mentioned. Each time there I’ve asked what is the certain amount? Every time none of them know. I understand that the fee may change with total cost of the transaction, but why not make it simple and say a 5% fee with transactions below $X amount. This makes it easier for everyone, unless Cycle City is trying to push traditionally absorbed costs directly to the consumer.

My main complaint that I have within the Customer Service Dept is their lack of communication with the Parts Dept. I am looking for a specific part and have directly contacted the Parts Dept to no avail, I even used the “Contact Us” portion of their website and provided exact part details and number and was told to just call the Parts Dept instead. The only solution I was given is that they would give them my information, but I still never heard back. Is there something preventing the Customer Service Dept from getting that information? Do they not have access to a database that shows all parts that are carried? Does the Parts Dept not have access to phones or a database? The few times I’ve talked to the Parts Dept they have at least been knowledgeable. My first time here was for my "break-in service" on my new bike. This was my first experience with Cycle City and it seemed everything was fine, until the next day. The throttle would stick no matter what unless pushed back manually. It seemed as though my throttle cable was lubed with a form of wet chain lube, this isn’t my first bike and most maintenance I do myself, but this is the only conclusion I could come up with due to the substance being the same consistency as to what I use on my chain. I called and told them what was going on and was able to go in that day to get it fixed, they did not accept responsibility. Next was a recall that had been made on my bike, a dampener for the chain guard. They ordered the part, and I was scheduled to have it installed once the part was set to arrive. I set my schedule up to take that day off from work and sit around, knowing the service is anything but fast. The night before my service I get called that the part has not arrived yet and will need to reschedule so I rearranged my schedule a second time. Same thing happens, night before get a call that the part hasn’t arrived, so rescheduled again. On the day of my appt, since I didn’t receive a third cancellation I went in, only to find out the part STILL wasn’t there. THREE TIMES with less than 24 hour notice that my appt was being cancelled. I understand that shipping delays happen and that Cycle City has no control over that, however they could have the courtesy of cancelling appts ahead of time. The only people that this benefits are Service Dept mechanics because it’s too late to schedule anyone else. I get a call roughly EIGHT months from the original notification of the recall that the part has arrived, so I finally get the appt scheduled. At my appt the service takes nearly five hours to complete. Not faulting Cycle City for the recall, but how does it take 5 hours to take off one bolt, slide in a piece of rubber, and install bolt. I get that this is a common complaint with any vehicle repair place, but having it take 8 months for a part to arrive and an additional 5 hours to “install" is ridiculous.Overall, Cycle City’s business practices are not only creating a negative experience for customers but are clearly working very inefficiently costing themselves money. There is no reason for poor...

Absolutely a horrible experience. Service Manager Matthew Sage is the most arrogant and condescending individual ever. 0 stars for customer service. Scheduling for service is at least 10 days out. They had my bike for 3 1/2 weeks and never called me once to update me on progress. I had to contact them 5 days after dropping my bike off to find out what was going on. 2 + weeks later I have to go in to the shop personally because the 3 phone messages I left earlier in the day have been ignored. My Harley is my main transportation and to go without it for over 3 weeks is ridiculous, even waiting for parts from the mainland. They still haven't finished all the repairs because I needed my bike back. Parts on backorder have finally arrived but they didn't call me, I had to pop in the shop to hear the parts arrived 3 days earlier. Trying to schedule a 2 hour repair is at least 10 days out and of course I can't schedule a specific time to do this I must drop the bike off and they'll get to it whenever.... 1 hour tuning on dyno, spring for kickstand & hardware for 1 saddlebag.....they already have my money since I paid in full when I took the bike back. Hopefully I can find another HD Certified shop on this Island. As the owner you want me to contact the Service Manager that I just complained about. Gee that sounds completely unhelpful.... I'll Pass.... How about his boss look into the situation and get back to me about why this wasnt handled appropriately. I filed this negative review as well as contacted Milwaukee HD Headquarters because I was disgusted at the lack of customer care given by the Service Manager. I don't think Headquarters appreciates this shop tarnishing their great name & brand.

Update 8/24/19** After dropping my bike off for final repairs they call me to say the bike is ready for pick up. I come get bike to find that they only did the dyna tune but forgot to repair the saddle bag and kickstand spring. They tell me they can't find the parts that were ordered and would have to reorder delaying this process even longer. I asked to speak with a Manager. I explained the situation and my prior problems with the Service Manager Matthew Sage. This Manager, J Marxen, did exactly what a good Customer Service Representative should do. I will not go into detail of what he offered but it was definitely the proper way to treat a customer. J. Marxen saved a customer from never returning and I appreciate his efforts to correct the situation. After being told it could be a couple weeks before I get my bike back, I received a phone call saying they found the parts and I was able to pick it up before they closed today. I will return to this shop in the future as long as I don't have to deal with Matthew Sage. 5 STAR Service from J. Marxen Thank you very much. Good customer service goes a long way in retaining...

What an excellent experience this has been. Approximately 1-month ago I decided that it was time to get off the moped I had been driving for 8-months and transition to a more powerful ride. Cycle City was there to help. When I first entered the store I immediately noticed the kind staff who were very eager to help me. In particular, Rob Thomas, the sales rep who was my main contact throughout the entire purchasing process was always willing to work with me, no matter what my situation was. Rob was willing and able to answer all my questions and whenever I needed something was extremely quick to respond to me through text message. In addition, when it came to the final purchase Rob went above and beyond to ensure I not only left satisfied, but left with more value than I had originally would have had. My initial desired motorcycle was a Kawasaki Vulcan 900 Classic. Unfortunately, the bank Kawasaki was using would not approve me despite Rob’s continued efforts to attempt to persuade them that I was a great customer. At this point I was worried whether or not I would be able to come away with anything. But Rob didn’t give up, and checked with another bank for a different brand of motorcycles. After looking at several models, Rob offered me a 2014 Triumph Thunderbird Commander. Unfortunately, the bike was far over my price range. Rob then offered me an amazing deal, getting the bike as close to my budget as possible. When it was all said and done, I ended up with a bike far above any I had originally looked at, for a price that was only $30 a month more than my initial budget plan. If that wasn’t enough, Rob and the team at Cycle City gave me a generous discount to get the gear I needed to ensure my safety and comfort on my new bike. He even offered to deliver the bike to my address. If you are in the market for a new motorcycle, whether you are a veteran rider or a new guy like myself, Rob and the Cycle City team are more than willing to help, and I recommend Rob to anyone looking for a great motorcycle...