motorcycle performance services Motorcycle repair shop and sales Los Angeles California

This rebuttal stems from the owner of the company, Alex White, as well as employee Selena Madden, who worked with the customer regarding his situation this past Saturday, March 7th.

The complaint is made by customer Aryeh Newman, who has apparently chosen to use a false name of Carl Rogers.  Mr. Newman called on Saturday and spoke with Selena regarding the fixed rear flat tire that had gone flat again.  Mr. Newman demanded to know how we were going to remedy the situation and what our standard policy was.  Selena replied that we would need to look at the tire but that if the repair was done incorrectly, we would first evaluate whether or not a new patch job could safely be done.  Mr. Newman insisted that we pick up his motorcycle from Long Beach.  Selena advised this was not typical under our policy but that he could ask the owner, who was currently out of the shop.  Mr. Newman said he would like to discuss the situation with Alex and asked when he would return.  Selena replied he was due back in approximately one hour.

When Mr. Newman called back approximately an hour later, Alex had not returned.  He first apologized to Selena, stating that his demand for a tow was unreasonable.  He said he was a struggling student and was stressed by this situation and that Selena was essentially "in the wrong place at the wrong time."  Selena replied she understood and appreciated the apology.  As Alex had not returned, Selena offered to call him in an attempt to expedite a resolution and would call Mr. Newman back.  Mr. Newman agreed.

Upon speaking with Alex, Selena relayed immediately to Mr. Newman that Alex offered to look at the tire; if a patch could safely be done, we would do so at no labor charge.  If the tire needed to be replaced, we would not charge Mr. Newman labor, but only for the price of the tire.  (Incidentally, the labor on a patch or a rear tire change is $65.  The patch itself costs $5; tires range from $100 on up).  Mr. Newman agreed this offer was more than fair and he would fill the tire and safely make his way to the shop.

Upon Mr. Newman's arrival, our mechanic immediately began to prep the area to address the tire.  A second hole was found in the tire.  The cause could not be determined:  it is unknown if the hole previously existed or was a new hole made during the customer's commute from our shop previously.  Alex and Mr. Newman agreed upon the purchase of a used tire for $100, again with no labor charge.  Mr. Newman was satisfied with this.

As Mr. Newman was leaving, Alex warned him to "go easy" for the first few miles, as is standard for any tire installation.  Mr. Newman acknowledged and thanked both Alex and Selena for their assistance.

As Mr. Newman rode his motorcycle out, he "peeled off" to the point where a customer noted that he had "almost lost it". 

Both Alex and Selena have attempted to call Mr. Newman upon discovery of his negative report on this website.  Alex spoke with him briefly, but Mr. Newman said he could not speak and would call back.  He never did.  Selena then called later in the day and left a message, including her cell phone number in order to discuss the matter.

Our reputation and service is important.  We have highly positive reviews and more often than not bend over backwards to try to meet customer satisfaction.  Aryeh Newman's in-person behavior with apologies and appreciative comments completely contradicts his report; he has falsified the situation and misrepresented himself to us; he also used an alias in making this report. 

Motorcycle Performance Services has been in business successfully since 1996; the owner Alex White holds a respected reputation in the industry and takes his reputation very seriously.