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Don & Roys Motorsports

Don & Roys Motorsports is a motorcycle dealership located in Brookfield, WI selling Can-Am, Honda, Kawasaki, Polaris, Yamaha motorcycles. Contact and map Don & Roys Motorsports through Motorcycle USA’s Dealer Locator.
17740 W Bluemound Rd
Brookfield, WI 53045-2910
Can-Am, Honda, Kawasaki, Polaris, Yamaha
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tmamayek August 29, 2014 10:54 AM
Worst Customer Service Ever – Never heard of a dealer calling you up on Saturday morning and telling you that because you slammed them on a Yamaha Survey, to come pick up your sled asap otherwise they'll start charge a $25/day storage fee and to top it off, Mike Jaciuk told me that I am no longer welcome at Don & Roys ever again. Here’s the full story: I bought a brand new 2009 Yamaha Apex RTX snowmobile last year with 0 miles on it from a dealer in NH that was sitting on the floor for the last few years. Since this is my 4th RTX, I knew the setup that I wanted in order for it to handle like I want. Instead of patiently waiting to go up north and have the best snowmobile mechanic ever in Eagle River work on it, NOT at trackside, I decided to go to the dealer that was less than 5 miles down the road. I brought it in to have them put the Ripsaw 2 track on as well as send in my shocks to have them revalved for my weight. I brought it to my local Yamaha dealer figuring that since they were a Yamaha dealer, they would know what they were doing and everything would still be covered under the warranty. So they completed it December 20th, 2013. I’ll admit, I did ask them to send out the Fox Floats to fox to have them upgraded to the EVOLs, and they were able to have that completed when I wanted it done. That part they did correct. True, the bill was about an extra $150 more than I was quoted originally, but I didn’t care because they got it done in time for me to start my trip, which we all know is more important. I rode my sled and had the 500 mile check performed by a Yamaha Certified mechanic on December 30th, 2013. I had to get a new battery because I think the original one was sitting around for 5 years and lost its charge. In February 2014 I was driving from Eagle River down to Three Lakes for the races. It had just rained the day before and dropped down to close to 0 again, so the trails and roads were extremely rough from the freeze. When I stopped for lunch, I wanted to check to make sure everything was ok with the suspension as it felt extremely rough as I got closer to Three Lakes. When I looked at my skid, I realized that a bolt fell out that held the shock in place, resulting everything in the skid to become trashed to say the least. I immediately contacted the local mechanic to have him look at the sled. After reviewing the sled, it was determined that the cause of the problem was due to the dealer that installed the new track didn’t put lock-tite on one of the bolts which caused it to rattle loose and eventually trashing the skid, causing about $3,500 in damage. I called up Don & Roy’s that day to let them know what had happened and the service manager, Mike, told me not a problem, and bring it in so they can see what happened with the sled. I told Mike that because I store my sled up north during the season, I wouldn’t be getting it back in town until May or June. He said that wasn’t a problem and said he’ll remember me. So I brought my sled in on June 14th and Mike said they would get back to me. I told them take your time, I’m in no rush, I just want to make sure everything is taken care of. He said that he’d submit everything to Yamaha and see if they would warranty the repairs. I didn’t care how they covered my sled, as long as it was covered. About a month later, I called Mike and inquired what was happening. Mike told me that the skid damage wasn’t their fault. He said that if I drove it 4,000 miles in two months, that it’s not their fault that one of the bolts didn’t have lock-tite on it. He proceeded to tell me that it would be about $3,500 to fix everything and wanted to know if they should get to work on it. I told him I would contact Yamaha about it and see what we could do. I did ask him to have the seat covered and the electrical under the warranty as there was a rip in the seat cover, and my battery wouldn’t hold a charge again. He said sure, not a problem. I called up around August 14th to find out the status of everything. Mike told me they just got the seat cover in and would be installing that and then working on the electrical issue. I had received a Yamaha Survey in the mail right around this time. I figured that this was for the first part of the repair issues which covered the skid/track so I gave a really bad review, in the hopes that they would try and resolve my issues. Boy, was I wrong. What happened next is unheard of: On Saturday, August 23rd at 12:24pm, Mike from Don & Roys called me up and said, “Thank you Ted for making my life very easy. Because you slammed me on the survey to Yamaha, your seat is done, you can have another dealer worry about the electrical problems, and you can come pick up your sled ASAP. As of Monday, August 25th we will charge $25/day for storage and you are no longer welcome at Don & Roys ever again.” I replied ok, and went to pickup my snowmobile on Monday, August 25th. I didn’t notice it until after I got it home, that they didn’t secure ANY of the panels, the headlight pod was only connected to the electrical cords, but was loose on top of the sled. The seat wasn’t installed completely either. To me, it was like a big middle finger to me. Had the last stuff not happened, I probably wouldn’t be as adamant about letting everyone out there know about this dealer. However, because of how the situation unfolded, I feel I have a duty to let everyone else out there know about the service I received here. In the future, I will only trust my sled to my mechanic in Eagle River, Pat’s in Greenland, MI, and Port Yamaha in Port Washington, WI. They are the only dealers I’ve been into that provide great customer experiences and deserve our support.
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