Complaint Review: SOUTH MAIN CUSTOMS (SMC) - KANNAPOLIS North Carolina

    I will address each of these issues with a simple explanation as I would like everyone reading this to understand the correct details.

First issue; The motor in a box trick, as it was referred.

 After removing the top end of the motor to replace cylinder base gaskets, excessive cylinders wear and an out of round condition on both the cylinders was noted. You were immediately called to inspect this condition and approve the suggested repair. SMC after waited several days for your inspection/approval to proceed. At this point, you agreed to a top end rebuild, cylinder bore, fitment of new pistons/rings, head rebuilt, new guides, valves (if needed), cut three angle seats, set stem protrusion, cam roller bearing, lifters etc as suggested by SMC technicians. These repairs were all due to the high mileage and excessive wear on the motor which was no fault of SMC.

Second; The clutches were slipping and an estimate for repair was requested.

After an estimate and your approval was given, the clutches were removed, cleaned and inspected. With your approval, SMC installed a set of DP clutches and steels. Not long after the new clutches were installed, you were concerned they were slipping again. SMC technicians immediately removed the clutches and replaced the proposed faulty clutches with a new set of DP clutches and steels at no cost to you. The faulty clutches were then returned to DP for an inspection. The inspection report from DP showed the failure of the clutches was due to excessive and unusual abuse, and the warranty claim was denied. Still, SMC honored this as a no cost warranty to you which I feel was great customer service on our part seeing that the clutch was obviously abused.

   Third issue;  The carburetor installation.

 Upon disassembly of the engine, SMC technicians noted fuel leaks around the carburetor, fuel supply and fittings. The plastic elbow on the carburetor was cracked and deteriorated due to age. At this point, you felt the need to blame the moving company which transported the motorcycle from Alaska to North Carolina. At any rate, you provided us with a replacement carburetor that was supposed to be ready to install. Before proceeding with installation, SMC technicians informed you it would not be ready for installation until the fuel inlet needle, accelerator pump diaphragm and o-ring and seal kit were installed.  After the carburetor was installed, the bike was then road tested and showed no problems. It was completed to your satisfaction as was stated by you after your road test completion.

   Fourth issue: A few weeks later you stated the bike would not start when it is hot.

 After checking the charging system, it was found to be working properly.   A few weeks later you experienced the starting problem again. SMC technicians conducted a series of road tests and experienced none of the problems you had described. We did discover that if the engine didnt start on the first few roll-overs that the battery would no longer turn it over. We removed and inspected the battery and found heavy sulfate deposits on many of the plates which shows the need to replace the battery.  As per your request, we installed a DRAG SPECIALTIES sealed, maintenance free battery. After further inspection of the starting system, our SMC technician found the starter brushes, solenoid and portions of the commentator were damaged. SMC technicians stated it would be more cost effective to replace the complete starter assembly than to replace all of the worn or burned components. The starter was replaced with a lifetime warranted starter as requested.

Fifth issue: The starter button on the end of the solenoid was installed as requested as a secondary starting device.

After all the problems you had experienced with your starting system. This was installed as a precautionary device. If the handle bar start button became inoperative your bike could still be started. Personally, I would not consider this an old school installation, since the kit is only available for 1989 and newer models. Once againthis was also installed as per your request.

Sixth issue: The next discrepancy found was corroded cable connections caused by splicing and installing electrical devices for parade use.

 SMC technicians properly cleaned these connections to your satisfaction while you waited. A few hours later you returned to SMC complaining that the bike shut down at an intersection and you were nearly rear ended. When questioned, SMC determined the 30amp main breaker had tripped because all power was lost. At this point, I offered to pick-up the motorcycle troubleshoot it further to see what was tripping your 30 amp breaker. You declined this offer and stated the bike was at Tilleys HD in Salisbury. I feel by offering to pick up your motorcycle and check it further, I have made a valiant effort to provide customer satisfaction and you declined this offer.

 A few days later I heard you and the HD dealership felt the starter sold to you by SMC was not the correct application for your bike. At this point I, once again, provided you superior customer service by rechecking the catalog numbers on the starter to verify the correct application, and it was. Nevertheless, due to your dissatisfaction, I offered to buy the starter back. You also declined this offer.

You asked SMC to cover the expenses incurred at Tilleys HD, which I declined since I had already offered to bring the bike back to my shop and perform any repairs or replacement of components FREE charge which would, once again, be considered as providing great customer service on my part. This offer was refused also.

In summary, most of the problems experienced on your bike were due to its age, climate, and obvious abuse which should not be blamed on SMC. After 20 years, it is time to look at some rebuild and maintenance/upkeep of your cycle. The electrical problems experienced were obviously due to splicing of the electrical wiring for parades and Alaska climate probably didnt help much!  Deep down, I feel you know the monies spent on parts and services at SMC were fair.

I also feel, as a family owned shop owner since 1985, I have attempted to provide you with the utmost customer service possible! It is obvious that some individuals cannot be satisfied. However, SMC is still willing to discuss this situation with you at your request. South Main Customs survives by providing great customer service, quality repairs and relies on our return customer base which proves we run a reputable business. Just to be clearyour FLHTC is a 1989, not a 1998 as you referred to in your report!

Dan and Gina Simmons

South Main Customs

Kannapolis, NC

(704) 933-3266