Business ProfileforSchaeffer's Sales & Service, Inc.

They are liars and rip people off. They supposedly replaced my clutch and put the bar in backwards then tried pushing blame on someone else. They were the only people doing repairs on my bike. Sad how they lie and hide instead of having integrity. This veteran of war is done with them.

On February 24, 2022, Charles C***** III bought and financed his 2017 H-D XL1200T, from our dealership. Records show that Mr. C***** has brought his motorcycle into our service department 6 times for maintenance. In addition, he has shopped at our Parts and MotorClothes departments since February 22, 2022, for clothing and parts. Over this timeframe, per the customer’s request on July 11th, 2022, our service dept did repair the clutch plates under warranty, for the same complaint as mentioned above. For each request the customer made we have maintained or repaired his motorcycle as requested. Respectfully, our business has been in operation for 56 years servicing our customers’ motorcycles. The latest claim from the customer started on March 29th, 2023. Charles spoke to our team about repairing the clutch and the parts that are “upside down on his motorcycle”. The same claim was made on July 11th, 2022, and August 1st, 2022, respectively. The customer did not want to pay for the service, and a call came to Geoff B*******, GM, to discuss. Mr. C***** did not introduce himself but began to raise his voice and claim that “the service dept is not willing to work on his motorcycle when things should be under warranty”. He continued to speak in the conversation that “he records all messages and videos everything to protect himself”. Geoff did not have a chance to speak because Charles was being argumentative and claimed we do not support veterans and hung up the phone. (Note: a good percentage of our motorcycle customers are veterans). Before we could investigate his accusations, Mr. C***** called back no later than 15 minutes on March 29th, 2023, to speak to service and was given a “service date of April 6th”. He proceeded to call back and ask for Geoff, the General Manager. He once again began to rant that “we will do everything in our power not to fix his motorcycle and support veterans”. Geoff explained that he needed to talk to Service to find out more on the customer’s situation. Geoff proceeded to ask Charles if he spoke to the Service Manager, and he said “No”. Geoff said that he would call Charles back with more information and will do our best to help, but Charles needs to understand that the warranty will only pay for product covered by the warranty. It will not cover service or wear and tear items. He proceeded to talk about recording messages. He knows that he has PTSD, but that gives us no right not to support veterans or fix his bike. Customer claimed that his next action “would be physical”. Geoff called Charles back at 4 pm on March 29th, 2023, and said that we do have a date saved for him on April 6th to work on his motorcycle. However, instead of him waiting all day, we offered to pick up his motorcycle before the service date in case we could fit it in sooner. Geoff relayed that our dispatcher is off but that he would call him on Thursday, March 30th to make arrangements. Geoff also assured him that we will fix what needs to be done. On Thursday, April 30th, John L******, our service advisor, called Mr. C***** and left a message. Customer did not call back that day. However, employees and fellow customers saw social media posts badgering the dealership on his own Facebook page. In addition, he made comments on social posts made on Schaeffer’s Harley-Davidson Facebook page (which we hid). Mr. C***** finally called back on April 3rd, again making the same accusations. Management decided after the social posts that we would no longer help Mr. C***** due to his unprofessional manner. We explained to the customer that “we would no longer work on his bike due to his social media posts when we were trying to help him out”. Thank you for your time and attention.