ComplaintsforBrookfield Indian Motorcycle

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2023 I ordered a ***** **** ***** ** ********* *****. In order for this motorcycle to be shipped I need to put down at least $500; I put a down payment of $1000. This was done over email through a simple form asking for Motorcycle information, my name and card information. There was no return policy/refund policy on this form or explained to me in communication. The Motorcycle was built and shipped 5/5/2023. When the motorcycle was shipped I was informed that the original financing ended and there was an issue with the new financing. $4000 instead of $2000 would have to be put as a down payment. This was understandable and I agreed verbally to the terms. On 5/24/2023 a family medical expense prevented me from being able to pay the whole $4000 down payment. I emailed Paul, Indian Brookfield, and requested a cancellation and refund of the $1000 I had already put down. Paul emailed me back stating that he was sorry to hear about it and asked for my card information for the refund. After checking my account for the refund I contacted Paul again inquiring about it on 5/25/2023. He replied back that Darryl, may not be true name, sent me the return policy. I informed him I still have not received this “policy”. At 3:02 PM on the 25th of May I received an email stating that the GM informed Paul that the policy was no refunds until an ordered bike is sold. This goes against better business practices and I would not have agreed in the first place if this policy was known. An immediate refund is requested in the amount of $1000

  Business response

  06/09/2023

  The Client was refunded within 3 business days.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2020 Indian ********** ********* (white/black smoke). With 60 day full coverage warranty. Within the first two weeks was riding and gear shift dropped below floorboard had to get home shifting by hand. Called them had to wait almost a week before they could pick it up. Helped employee load bike onto van because couldn’t get it into first. Bike sat in shop for a week, called almost every day didn’t get any answers. Got call back after complaining to sales manager (said there was no issues and no problems.) clearly had done some shady work. Had to get dropped off to ride the bike home, several days later check engine light pops for fueling lean, bike starts overheating, call them no response for a week. Finally they pick up the bike again. They’ve had it for a week and a half now, lied saying they reached out to ******* (confirmed lie that they never reached out or sent diagnostics to *******/Indian manufacturer). Said their master tech reached out to *******, called them back after several days of nothing, service manager said ******* told them was throttle body issue. ******* informed me they would contact the dealer. I haven’t even had the bike 2 months.

  Business response

  07/13/2022

  ***** *************************************** ***************************************** ***** ******** **** *** **** **** ** *** ********** *********************** ******** ***********   *** *******

   

  We regret that you have had a less than satisfactory experience. We always strive for client satisfaction. We must, however, point out some glaringly incorrect assumptions and defamatory statements you have alleged. First, we picked up your bike FOR FREE when you complained of this first issue. Despite a service backlog of over a month, we looked at your bike within roughly a week. Your assertion of “shady business” is incorrect. The sales manager, master tech, and even the rookie shop hand rode your bike. They all found no shifting issues. If you would like, we can provide some tips for riding that may help.

   

  In regards to your current issue, we have indeed reached out to *******. Our tech spoke with them and was advised to get data for the fuel injector timing. Once we get that data, as explained to you, we will be able to continue the warranty process and fix your bike.

   

  Further, despite our continued multi month backlog, we not only picked your bike up FOR FREE on 6/15, but it is already on a lift. To say you have been given priority IS actually a true and accurate statement. The work done is also being covered under warranty. While we understand the frustration of part delays and backlogs, your bike has been pushed ahead of others and there is factually and TRUTHFULLY nothing else we can do to move any faster. We have not been negligent in any way, and we are sorry for any upset that you are experiencing.

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have been nothing but patient and kind to the staff at this dealership. For the limited history that I have had with this dealership, I no longer want any part of this situation and have no faith that this motorcycle will come back to me in working/reliable shape as shown in the VERY limited history of having it. At this point Brookfield has had this motorcycle longer than I have. This is unacceptable. I need my deposit and the loan reverted at the very least. It seems I will have to make the drive out to Brookfield, and hopefully this will be handled without further action.

  
  Sincerely,
  
  ******* ****** 

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