Adventure Motorsports of NWF — Local services in Brent

After 2 warranty visits I've had horrible service both times. Living 100 miles away makes it hard to get over there so I schedule everything with weeks in advance.

Now the part in the email I sent copied below has fallen apart and missing parts because the screws were not secures correctly by the dealership.

I started having problems with my bike, turn signals and horn not functioning. I am at work most of the time you guys are open so I called and planned ahead to get it fixed. On the phone I had explained how I would be riding from Panama City Beach, and that if possible I would like it to get swapped out that day. I was told that was not a problem and that it would only take about 5min to swap the part out. So after getting off of work, (24hr Shift) I took off that way, my father rode along as he also has a BMW.

We get there at our scheduled time and I stood around for awhile in the service department with no one to be found I finally journeyed out to find someone to help. I found some one and we got over to the service department, While he was rolling my bike back he stated they probably didn't have the part in stock and that they would have to order it. I explained I only had the one day to be over there and I was told that it had been ordered and would be ready when I came. After some time I walked back to the service area because my bike was sitting out. He informed me they didn't have the part and would have to order it. I asked if there were any other options and was told no. I asked to talk to the service manager but he never showed up. After a few the guy brought back the f800r off the showroom floor and stated that he would be able to swap the part off the new bike. At this time I still did not ever get to talk to the service manager myself.

Meanwhile my father had a few questions about service to his bike so he started to talk to the guy at the counter that later was identified as the service manager. He was asking about replacement of the alternator belt on his r1200c. The guy he was talking with stated that he was the service manager, but while talking about a simple subject started talking down at him about the service and would not give a quote for just the replacement wanted to sell him more service, and stated " I'm sure there will me more that needs to replaced when we get in there" I understand that up-sales is part of the game, but the way he was talking to him and others throughout the day was something that would not be acceptable in any customer service job and shows that he has no real customer service training or experience. I watched him tell a guy who had scheduled a appointment a month in advance because he stated he was on TDY that he had given his part to someone else and that month ahead was to long to expect them to hold a part.

It just appears that customer service is lacking, if you expect everyone that walks in to have enough disposable income not to care its probably a wrong approach. The Service manager is probably a big problem, the service department puts off the I don't care image when anyone was talking to them.

The last time my bike had to be towed in and I had to cough up $80 to fix a part that was damaged in transit and it was the Tow Company BMW sent to my house, and no one would work with me to get reimbursed. I have not been impressed in most aspects, I have already to replace a turn signal cluster and the start stop switch and the bike has 5k on it and lives...

Very unpleasant experience with service department. Not typically a review writer but this was one of the most disappointing experiences I've been involved with any business period.

I own a 2014 R1200GS that I purchased from this dealership when new. I have only needed to use the service department here once before for a warranty repair and that was several years ago. However, I recently began experiencing some extensive electronics issues that I am unable to diagnose at home. I contacted this dealership, explained the issue and asked if I should make an appointment or just bring it in. I was told to bring it in and it would be looked at in about 7-10 days. I dropped the bike off on a Friday.

After hearing nothing for about 2 1/2 weeks, I reached out and was told that their only BMW tech had been involved in an accident around the time I dropped off the bike and would be out for at least a month. I decided to leave the bike and wait it out because the dealership is over an hour from my house and the next nearest dealership is over 2 hours away in the exact opposite direction.

The repair technician ended up being our for two months. Once the technician had been back for a couple weeks, I contacted the dealership to find out what, if any, progress had been made. I was told that my bike was on the schedule for the next week. When I later heard nothing, I then contacted them again and was told it had not been looked at but was on the schedule for another specific day. This occurred on several occasions. I was told that the bike would be looked at on a specific day only to have the day come and go. This went on for a while.

Eventually, after 120 total days, I contacted them again and was told the bike was on the schedule yet again. I had finally reached the end of my rope and explained that would be picking up the bike the next day (day 121) because I felt like the delay was unacceptable. I recognize that the technician was out for a month, but that still leaves two months that it sat when the original estimate was for 7-10 days.

I picked up the bike on the next day, exactly 4 months after dropping the bike off. Absolutely nothing had been done to the bike. The personnel were pleasant as was I, but I was shocked that they seemed to be completely unapologetic for the poor service. There was no apology or explanation. I almost believe they were glad to get rid of the bike so they could keep working on...

Update: In the last two weeks, we have purchased two more bikes, a pair of 2024 BMW s1krr's. James and Jon are phenomenal. Between the emails with Jon, and the phone calls to James. These are the guys you want to buy your bikes from! Couldn't be happier!!!

JAMES is the freaking GREATEST. Two weeks ago I started off by calling for service to be done on my 2021 V2. I had been casually looking at trading in my triumph for something different. I had actually contacted another Ducati dealership in Florida looking for a 2022 SuperSport 950S, but they never called me back. Big mistake on their part. As I finished with service, they transferred me over to my new favorite person of the year, James. I told him what I was looking for and what I had to trade in. At the time, there wasn’t any 22 SS950S available, until mid next year. I was clearly disappointed. James said, give me an hour. I said ok, not holding out much hope. Not even 45 minutes later he calls me back. Says he can get one here end of January. I said, heck yes. Do it. Mind you I hadn’t even told my husband about this yet. James tells me I need 500$ to have the bike held for me. Next day, I put it down. Over the next few days, everything was done by text. Pics, info, very few phone calls. Here I was thinking I’m going to be waiting 10-12 weeks before even seeing the bike. James sends me a picture on a Saturday…. Of my bike. He’s like guess who is here? I said “No freaking way!” I was legitimately shocked. Due to the garbage weather we had that entire week, I wasn’t able to pick my bike until that Thursday. When I say James is the man, he’s the GOAT! Not only did he get the bike of my dreams, he literally made it happen in just over a week! Found out the bike was actually supposed to go to the dealership that had ignored me. James had called his Ducati rep and had it sent to Adventure. This man is the one you want to find your bike. To say I’m happy is quite the understatement. While doing paperwork and whatnot, I got to take her out for a spin. He even made sure no one but me got to sit on her, he had her right by his desk. Oh, they even got my personalized tag switch over to my new bike! No DMV for me! I can’t say enough good things about him. Professional, personable, a veteran, and just a freaking magician! I have had her one week today, LOVE LOVE LOVE my bike. Seriously, if you don’t go with James buying your next bike. You’re so...