Sunrise Motorsports of Searcy — Local services in Searcy

This review is only for Service Department on the Suzuki/Yamaha/Polaris side. I brought my new GSX-R750 in for service, exhaust installation, a power cutting problem, and a suspension adjustment knob that was sunk much deeper than the other three into the clip-ons. The running problem is subtle and can only be felt at constant highway speeds on a decent highway after it's reached full operating temp. It's terrible to drive the bike when the problem can be felt. While the feeling is masked by bumps and accelerations, there's no reason to believe that the power and stability aren't being negatively affected. At steady speed, good highway, my body is quickly jerked back and forth due to the cutout. A very big deal. Despite doing the exhaust and service in less than 3 -1/2 hours after I dropped it off, they had the bike for two months. Once during that time, they called and said the "mechanic" could not replicate the problem (under conditions that didn't match any of the conditions I described for them when I dropped it off). When she also said that the mechanic wanted to know what gasoline I use, I knew that I'd taken the bike to the wrong place. I should have just picked it up then. I re-explained, but they never tried replicating it. Since they couldn't verify that I wasn't lying about it, they didn't bother diagnosing it. I picked it up today with the same two problems it had when I dropped it off two months prior. As a kicker, they were going to charge me $1050. I was still a little shocked at the insanely low skill level of their mechanics and the department's poor internal communication, but thankfully I realized that was almost double what it should have been and so was charged the appropriate $650.

I'm sure they can change oil pretty well, but if something is wrong with your bike, especially if the bike's computer doesn't tell them what to do, don't bring it here if you want it fixed. I would pay to ship my bike cross-country to a skilled mechanic before I would visit this joke of a shop.

Update: One item I asked them to look at was one of four damping adjusters on top of the forks, right compression specifically. I had the two compression adjusting screws turned out 5 revolutions and seemed to work ok on the slightly bumpier roads around me. The problem was that the adjuster in question is visibly much lower into the clip-ons than the other three. I'm not sure that it affects function, but I am sure that Suzuki didn't decide to sink one of the screws and leave the other three roughly flush. I'm also sure that I need to be sure it's good when I'm riding the bike like it likes to be ridden. The bike has 860 miles on it. The adjuster being incorrectly installed, or broken, or just fine (but positioned differently) is a craftmanship deal which is a warrantable item. Instead of fixing under warranty what is quickly and easily identified as incorrect using nothing but eyesight, these idiots just turned that adjuster 4 - 1/2 turns in (a half turn from full stiff). To their immense credit, the adjuster was then sort of flush. Riding it that way felt terrible everywhere, but it was flush. To me, that says it all. Those that ride these bikes will understand. If you want your high-performance bike to be worked on by people that have no idea what the bike's systems even do, that's your decision, but I'd sure recommend against it. I'll be contacting Suzuki USA about this service center. Their "mechanics" will hurt...

Truly disappointing. For starters, the sales representative, though nice, stated there weren't any manufacturer rebates available when asked. Not an issue at face value, but it took mere minutes for me to scan the manufacturer's website later that day for the available rebates with full descriptions of those eligible. I was. Then, when questioned about it on the phone the next morning, he stated the same thing, so I texted the confirmation e-mail from the manufacturer with the rebates I qualified for. He then admitted, once we returned to the dealership, he did know about it, but that rebates change too often to keep up with, which is why he didn't mention it initially. These rebates don't impact the dealer, since they still get full MSRP, so it's a customer service issue. I got the impression it just wasn't important that I would save $814 off a cash deal. Second, while I ran to the bank for a cashier's check, I requested any paperwork that could be completed, be completed, since I was putting it in my wife's name. My wife has disabilities and sitting around in uncomfortable chairs is painful. Upon returning, nothing had been done, even though some of the paperwork was hand-written. Finally, after loading the machine onto the trailer, I asked the sales representative the price for a motorcycle on the sales floor (one of only about a dozen machines in the building). Not only did he not know the ballpark the price resided in, but failed to text the price, as he stated he would before the end of that day, as of two days later. I don't fault the sales or paperwork folk. This is a management issue. During the three visits I made to the dealership, the place was devoid of activity. There is no reason the sales representatives shouldn't know about every rebate and want to find them. They should know every price for the items they are supposedly trained to sell, especially when there are so few. They should follow through and follow up when a customer expresses interest in their wares. Employees don't fail. Managers fail. True money is made after the sale. Parts and service are always affected by bad customer service from the sales floor. I will not return. I will use another dealership's service/parts department. I will not recommend Sunrise...

Great experience overall ! Jakob Jones-Sales Associate - good communicator. Listened to what I had to say. Gave detailed information about several makes/models of vehicles in order to make comparison's. We were focused on one particular vehicle and was considering buying, but had to make a change the next day due to trailer size. Jakob took it in stride and helped us make the decision to buy a different vehicle. I really appreciated being treated like a “customer”! From there, Jakob directed me to Terry Thomas, Parts Associate. Terry was very helpful in determing the add-ons I wanted. Took time to pull up each add-on on his monitor and showed me and discussed each part and answered all my questions. He used very good customer service in helping me make decisions. Between Jakob and Terry, there were many communications by phone and text to get specifics about the sale and options to assure I was informed and ultimately satisfied. They did a great job in working together. Mario Plancarte - Finance Manager This was the second time I had working with Mario, as he sold me my first S X S. Mario was very cordial in delivering and explaining the purchase/finance process. He was excellent in explaining all the figures and potential add-ons. Also, Mario also assisted me with questions about the vehicle I was purchasing while Jakob was out of the office. Again, another customer service process. While waiting on paperwork to be completed, I spoke with Justin Williams - Sales Manager. Justin spent time with me while I was waiting on paperwork to be completed. A very personal guy, and he too answered questions I had about different makes/models and he also discussed different locations around the state to ride S X S’s. He has a very good knowledge about this business, the different makes/models they offer, as he has been with this company for several years. He advised me if I ever have any questions, problems or concerns, to not hesitate to contact any of their associates. Overall, great customer service and they all worked well together! The experience was a real...