Triumph of Cincinnati
By Steve Smith (I am a Customer) on Dec 29, 2016
Mark and the staff at Triumph of Cincinnati are some of the best people I've ever dealt with in business!
Honest, passionate,and thorough the entire buying process. These are the kind of guys you would want to date your sister. Service is fast and prompt. Parts are in-stock or just ... a day away, at great prices.
I've bought 2 Triumphs from these guys and will continue to buy from here. They're the only dealer I've ever seen that greats their customers with a beverage and a smile every time you walk in the the door.
By Sc (I am a Customer) on Dec 28, 2016
Was not treated well by Mark the GM. Confronted him with a discrepancy i was having with the timing of a service issue. After calmly reporting my issue, the guy went on the offensive. Made statements that were totally inconsistent with what was originally discussed. The event was handled poorly and ... his tone marked a new low for customer service. The clincher was his final statement after i made my case. He said with attitude (and i quote): WHY ARE YOU HERE?........
I"ll now ask myself that exact question before considering a return trip and I'm beginning to understand why the parking lot tends to be empty.
These new triumphs seem to be excellent machines, but when it comes to service, this dealership may fall short of your expectations. They make claim to having multiple full time technicians , but the reality is that the certified techs are spread between this location and a HD dealer down the road. Bikes basically sit and wait until someone determines where the bike needs to go. My bike was in the shop 8 weeks after initial drop off and had to be returned for work not completed or done poorly. Mark had never once contacted me concerning an update or completion date. A new Service manager and a new mechanic have recently been appointed to try to get things under control. My initial interactions with him (Dan - service manager) have been in the right direction and rumor is that the on site mechanic is competent.
Being an individual whose been part of the customer service industry for 40 years, I realize there are 3 sides to every story (your side, my side, and the truth), but this debacle was way off balance. The GM of a dealership is suppose to be a guy who resolves issues, not create them. Marks a great guy if you've got a big check in your hand and ready to sign papers for a new bike, but i don't recommend "burdening" this individual with your "after the sale" service issues. If so, prepare yourself to answer the following question: WHY ARE YOU HERE?