ComplaintsforGator North Inc

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stopped into Gator Harley Davidson on Saturday, February 3rd to schedule an appointment to have the oil changed/30,000 mile Service and have the brake light checked out on our 1997 Road King. It was staying on. We were quoted $575. We scheduled our appointment for 11 a.m. on Thursday, February 8th. It was only supposed to take at most 7 hours. My husband stopped back in at 4:30 and was told it would not be done until Friday. I called on Friday to confirm the bike was done. I was told no, they found some major issues with the bike. We asked them to give us a quote. We never received a quote. We called them on Friday and Monday and we never got a quote. My husband called back Monday night to find out if our bike was ready. They told him no they were waiting on parts. He asked what parts he was waiting on. He told him you haven't even given me a quote. They told him, the price is $3,781.20. My husband said we never authorized you to do any work. He told him to call back tomorrow and talk to his boss.I went to see the service manager. I told him that they were never given the authorization to fix the bike and informed him we never received a quote on what the repairs would cost. No one from the shop ever called us. The manager told me that he would put the parts back on and charge me for the oil change. He said the cost would be $1,200. I said oh no it's not! We were quoted just $575. He said no it costs a lot more for the extensive service. I said this gentleman over here is the one who we spoke to when we came in to make the appointment and he said it was only $575. The guy said I quoted you $575. I looked at the manager and I said that is the price he quoted us. We still do not have our bike back. Our bike was running fine before we brought it in for an oil change. We will not ride it until we can have another mechanic look at it. We do not trust them. We want others to be aware of what happened to us so it doesn't happen to someone else.

  Business response

  02/29/2024

  After speaking with our service manager this is an account of this customers experience. The customer did request a service but as part of our job we will inspect the motorcycle and recommend any repairs that we find as needing correction or are safety concerns. We prepared an estimate and called the customer and were given authorization to look into what we found further, which required disassembly of parts of the engine. After finding the issues we did present them with an estimate to repair everything, after that they informed us that they never authorized anything to be done and the customer had a discussion with the service manager and it ultimately resulted in us doing a lot of work but finally only charging them $493.53 plus tax for the original work plus all the extra we did, that was $81 less than originally quoted. I understand they are not happy with the experience but at least they paid less and know what safety and mechanical concerns they have with there motorcycle. I have attached a copy of the repair order with notes concerning what we found for your reference. Thank you, *********************** General manager

  Customer response

  03/03/2024

   
  Complaint: 21292365
  
  I am rejecting this response because: their response is not true. No one ever called us to tell us the cost or get our permission to do any of the work. I emailed the General Manager and never received a call back (I gave him my number) or an email back. My husband also called their *****************

  When we went to pick up our bike, the Service Manager was rude and he called us a liar in front of the customers in there stating he personally called and spoke to someone and got the approval (his exact words) my husband asked him what number he called and who he spoke with. He could not give us a name or a number he called. All he said was I just spoke to someone.  We have our phone records to prove that no one ever called.

  It makes no sense that we would want them to take our bike apart just to tell them to put it back together with old parts. Why could they have not just given us a quote for what it was going to cost to fix everything the claimed that was wrong with it? That is all we asked for and never received. 

  At this point, there is nothing they can do to make things right. The Harley Davidson in Leesburg does not walk with integrity. They lied and we will never trust them. Their word is no good. We will never do business with them again and we will make sure others know exactly what happened and how we were treated. We brought a witness in with us each time we went.   

   Harley claimed that the spokes on the rear wheel were all loose. The certified mechanic we have looking at our bike stated that was part of the ****** mile service through Harley and they should have fixed it. It was not done. 
  
  Sincerely,
  
  *** and ***********************

  Business response

  03/05/2024

  In response to ****************** rejection , we will accept responsibility for the miscommunication. We should not have worked on a motorcycle of that age  and the repair order should not have been handled by the service advisor that tried to take care of them because of his lack of experience with a job that big. It seems there is no solution other than an apology for the miscommunication along with reducing the original quote. Our rating with the BBB has been very good and we strive to take care of our customers but sometimes we fail. ****************** did send me an email regarding this but I didnt see it ,and after doing a search I found it and would have responded to her immediately . If there is a resolution to this we will gladly consider it , please let me know

  Customer response

  03/13/2024

   
  Complaint: 21292365
  
  I am rejecting this response because: As a General Manager, that is a very poor excuse that he did not see my email. Part of a **'s responsibility is to handle customer complaints. He stated he went and found my email and responded to me. Again, I received no email from him. The only correspondence we have had with the ** is on this website. He did not accept responsibility for anything. He blamed the inexperienced guy who worked on our bike. The bigger issue is his service manager and the way he treated us and lied directly to our face in front of other customers. It had nothing to do with miscommunication; there was NO communication from them. We are not satisfied. We will never do business with them again. We are not changing our minds on our rating with the BBB either. We would not recommend Gator Harley to anyone. They do not do business with integrity. 
  
  Sincerely,
  
  ***********************

  Business response

  03/14/2024

  I have apologized for the miscommunication . If you read my response it says if I would have see her email I would have responded, not that *************** to it now because we are now using BBB to try and resolve this of which there doesnt seem to be a resolve. The customers email was in a spam folder so there is no way I would have seen it without searching, if the customer wants me to respond to the email I will or I can be reached on the dealership telephone.

  Customer response

  03/19/2024

   
  Complaint: 21292365
  
  I am rejecting this response because: The General Manager was not there. How can he say it was a miscommunication? In order for him to be certain that it was miscommunication, he would have had to been there.  It was CLEARLY NOT! There was NO communication on Gator Harley Davidson's part. Hence, that is why our bike was taken apart without our permission and it took us a week to get it back! Miscommunication would imply they communicated with us. Again, that did not happen. Lying is not a good way to keep business or stay in business. Your staff, both the mechanic and the service manage lied to us and it was done in front of other customers. They were definitely unprofessional. There is no excuse for that. Your apology means absolutely nothing!
  
  Sincerely,
  
  ***********************

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