Young Powersports Logan — Local services in Logan

Tl;dr Took the service center a year to fix my bike with very little communication about timing or pricing.

I dropped my 2007 Kawasaki Vulcan (admittedly an older and low end motorcycle) off in October 2022 because it wasn't getting power and my attempt to fix the battery didn't work. Service was friendly when I dropped it off.

Over the course of the next seven months I called the service desk weekly to try to understand what the timing was with my bike. About half of the time I got an answer but the other half I was told I would get a call back. It was very rare that I anyone returned my calls and I was almost always the one that had to follow up. They finally tested the brand new battery I put in and said it came back dead and replaced it. Still no luck. They continued to trouble shoot the issue and made no progress.

As the months wore on the most common response I got was, "We're prioritizing snowmobiles while we're in season." This actually made sense to me and I continued to wait. In the spring the service center assured me that I would have my bike back before riding season started.

In May I called and they said it was be ready (shouldn't they have called to let me know it was ready?). I went to get it and paid the $1,000 bill and walked outside. I waited for nearly an hour before the service desk came back and explained that they couldn't get it started. I left disappointed but figured they would make it a priority. Over the next months I found out that a new service center manager was hired and then another. The newest service manager (Billy) apologized for the the previous customer service without me even asking about it. It seemed clear that I wasn't the only one who had experienced these issues. He also assured me that I would get my bike soon and that I "wasn't running up a big bill." The truth was that I was willing to pay for whatever work was done but I just wanted honest communication.

Over the summer months I was told that a Kawasaki specialist from Ogden would be up to work on it and then the service manager himself was assigned to it. Finally they called Kawasaki directly and in September they finally diagnosed the issue as a partial fried ECM. Great. At this point I still had no idea what the timing or costs were.

I dropped the bike off on October 20, 2022. On October 11, 2023, I called the service center to do my routine check in and they told me the bike was ready for pickup and it had been ready since the day before and was left out in the rain in front of the shop overnight (which might be reasonable if they had called the day before to tell me it was ready and I couldn't pick it up promptly.)

When I arrived the repairs ran me an additional $1,600 (again the issue isn't the price but rather the lack of communication and the promise that I wasn't running up a big bill.). I went outside to make sure the bike would start which it did and rode it around the parking lot. Everything seemed in order except that my left blinkers weren't working. I asked about those and the representative who was helping me called the technician and he said, "Huh, that's weird. They were working yesterday." I asked what we should do and the rep recommended I take the bike home and install some new bulbs. I felt incredibly disappointed in the level of service and communication from a Powersports shop that comes with a big name and seems to do enough volume that they should be reputable.

This is the closest powersports shop to my home but I won't be back and certainly won't recommend them to...

This is an edit in response to Rayden:

You had over 100 days to reach out. You are only doing it now because I wrote a negative review. Your overtures are transparent and everyone knows you are writing to make it appear that your are a responsive and caring business. Your silence over the last 100 days is a testament to your neglect and indifference.

Your comment that this was new to Triumph and a unique case is a verifiable misrepresentation of the facts. Your operations manager repeatedly misdiagnosed the bike over the period of almost 90 days. It wasn’t until he was out of town that a real technician was able to access the bike and find the corroded connector. A technician that your operations manager kept at arms length and ignored over the same period.

As is noted by other 1 or 2 star reviews, you have a systemic problem that you apparently aren’t willing to face as is evident in the disingenuous response to my review.

Shall I mention your operations manager recently losing the key fob to the bike so he could not send a data report to Triumph for more than 2 days?

Your service department is a mess and I’m pretty sure that not only do you know it, it is intentional. So easily fixed, but you don’t seem have the incentive (or is it the intelligence) to fix it.

It’s too late for a resolution, you have already made it abundantly clear that this is not your objective. You just want to look good, but you don’t care about substance.

This shop is a complete and total embarrassment.

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I purchased a Tiger 1200 Rally Explorer, brand new. I bought it from a dealer in Colorado. I started to immediately have problems with it. So I took it to YPS for assistance (they are much closer to where I live). They were a new Triumph dealer but I made the assumption that they had been vetted by Triumph and would do a good job.

The bike has now been in their shop for more than 100 days.

Early on, they disassembled some components and then put it out in the weather. Water got into a connector, caused corrosion and an electrical path between the positive and a signal wire. It destroyed a sensor. But it took them weeks to find it.

I've attached pictures as proof. You can see the discoloration in one of the wires because of the high current event it experienced.

There continues to be problems with the bike eating batteries. But they refuse to do proper diagnostics on it.

The are essentially puppets to Triumph technicians, it takes days and sometimes more than a week for any diagnostic progress to be achieved. They have little or no core competency for diagnostics and repair.

Their operations manager is a nice to your face, but he refuses to take the steps necessary to properly diagnose and fix things. This operations manager refuses to delegate. He likes to be a technician, and because of all the other distractions he deals with, things get dropped in the cracks and lost. Because he refuses to delegate and as a consequence I have been with out this machine for more than 100 days.

I have been gaslighted so many times I've lost count.

They are careless, clumsy, dismissive, and uncommunicative (really hard to get status updates, won't keep you updated, will run silent for days). If you project is too hard, they will get to it when they have time.

It has been a terrible experience. If I were to do this over again, I would avoid YPS at all costs. They really don't care about you or your machine. Stay...

My experience at this dealership was a unique one, an inside perspective. First of all no one is perfect, and when offering a service to people that is something people should remember. This dealership has for a couple of years attempted to be a front runner in the powersports world and has had its struggles. I personally watched people come and go, wondering when will it stabilize. There are so many factors involved in success, one of the most important factors is teamwork. I believe wholeheartedly when a group of people come together, and a team is formed, magic happens. It is tough to get everyone to buy into this, especially if they are selfish. I am especially critical of service departments. I have worked in all kinds of service departments, the ones that are successful are a team, and functionally support one another. From my perspective quality and honesty are the bedrock of a successful service department. My advice to you as a customer is to develop a relationship with your service writer, one that your instincts tell you to trust. I found one service writer to be especially trustworthy, and his name is Russ. He isn’t afraid to say he doesn’t know the answer to something, but knows how to find out. He won’t fill you with false expectations, or excuses just to calm you down. You will never be lied to by Russ, or wonder what the status of your machine is. You will not be forgotten or pushed aside because your machine isn’t going to make him more money. I watched him handle problems other service advisors would avoid, and witnessed him go to great lengths even at his own expense to take care of his customers. He is not perfect by any means, but his honesty sets him apart, and if you want you and your machine to be treated well, and not just when you are at the service desk or on the phone, Russ is the person to deal with. As for the rest of the dealership, time will only tell, but I will say this, the people you encounter when you are inside only want to be the best at what they do, and are learning what it takes to be great the hard way, through effort and growth. I would ask that you look at each and every person you come in contact with, and know that they look at you and are grateful that you are giving them a chance, they all know there isn’t anything in that store that you need, and want to create a path to get you what you want. We don’t work as hard in life as we do to be miserable, have some fun, and let Young Powersports of Logan be the vehicle for your happiness. Former mechanic,...