I recently had a nail puncture my rear tire just a week after purchasing my motorcycle from another dealership.
Although there were smaller shops nearby, I chose to take my bike to Berts in Covina due to their good reputation and large presence.
From the moment I...
Read MoreI recently had a nail puncture my rear tire just a week after purchasing my motorcycle from another dealership.
Although there were smaller shops nearby, I chose to take my bike to Berts in Covina due to their good reputation and large presence.
From the moment I arrived, I was paired with Allen O. as my service writer, and Emilio A. as the service manager overseeing everything.
During the repair process, my rim was unfortunately damaged in an unusual way by one of the techs while plugging the tire. Although it was not pointed out to me, I noticed it upon being handed my motorcycle back post-service.
Given the fact that my bike was practically brand new (~200 miles), I was understandably upset and requested a rim replacement.
What could’ve been a frustrating and messy situation was completely defused thanks to Allen O.’s integrity, honesty, and professionalism.
He immediately acknowledged that the damage was not present in the pre-service photos and became my advocate throughout the entire process. At no point did his demeanor change—he stayed respectful, communicative, and transparent, and that meant everything to me.
While it did take some back and forth with Emilio A., he too remained professional and never made me feel dismissed or disregarded. The entire staff showed empathy and accountability, and they even brought me to the back to see the old rim and the replacement process firsthand, which built a lot of trust.
In the end, the situation was resolved quickly and professionally—something I doubt would’ve happened at a smaller shop, where I might still be waiting for a resolution. Mistakes happen, but what truly matters is how a business responds—and Berts in Covina absolutely made it right.
Allen O. is the reason this is a five-star review instead of a one-star rant. Thank you for taking care of me and restoring my trust. You are a good man.
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