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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
American Eagle Harley Davidson in *******, **. My name is ***************************. I had tried to get issues resolved with this location with no luck and even emailed the owner 5 days ago with no response. The following is a copy of the email sent. My name is ***************************. I came in today the 29th of November to argue the fact that it was through no fault of my own that my rolling sand cover started leaking oil. Both ****** and I spoke with **** about this matter. When we were not satisfied, we then spoke with BT. We showed pictures of the bike when it was bought last year and what it looked like after pipes and ******* were replaced at your location. ** said photos were to out of focus to make a decision and still tried to push the blame back on us because of scrapes at bottom of heat shield. We again did not come to a satisfactory conclusion. When I asked to speak to his supervisor he told me that it was you. I asked to speak to you to try to rectify this situation. I was told you were in a meeting, so I said I would wait. ** then informed me that he was the final decision and you would not even speak to me about any of this problem. So I asked for your email in hopes you can help with everything. I will say I feel that BT was very rude in saying he was the final decision and I was not going to be able to talk to you without even consulting you personally. I would really appreciate your help on getting things figured out and resolved.Business response
12/05/2023
This complaint is about an independent dealer in *****. Can you have it transferred to them?
Thanks!
*************************
Manager, Dealer Technical & Field Service
*****************************
*******************************************************************
Office ************** | Mobile **************
Business response
12/21/2023
Regarding this complaint. The customer called and stated we forgot to install a spacer in the exhaust system. I agreed to have our service department look at it and repair it if we did not install it properly.
Service history repair shows the following:
8.22.2023 - **** miles - We installed a black exhaust system. the customer wanted chrome. We ordered the correct chrome heat *******.
10.3.2023 - **** miles - ******* dealer replaced the kickstand spring. Kickstand Springs are manufactured and install not to come off. The most common cause of having to replace a kickstand spring is the bottom of the motorcycle hitting a curb or speedbump hard.
10.31.2023 - **** miles - We replaced the only the black heat ******* with the correct chrome heat *******. The exhaust system was not removed. The black heat shields were damaged. Customer was not charged for the damaged heat ******* since we order the wrong color.
11.25.2023 - ****** miles - We inspected the motorcycle and found the chrome heat ******* where damaged. We removed the exhaust system to check the exhaust spacers. We contacting the exhaust manufacture it was determined it was installed properly. The exhaust heat ******* had been damaged from riding over a speed bump multiple times and ****** admitted to this and named the location of the speed bump in a conversation with *************************** our service manager. It is likely that the exhaust was shifted when the motorcycle bottomed out on the speed bump and this is what actually caused the damage to the *********************** Cam cover.
We attempted to provide a solution and discounted the repair by not charging for labor and reducing the cost of parts replaced. Reducing the total bill from $1355 to $500.
The customer demanded the work be done for free. I spoke to the customer and explained this was the best I could do. I had agreed to pay for the repairs if we installed the parts wrong. However, The parts were installed properly and there was obviously some damage that had been done to the motorcycle. ****** later returned and paid for the repair and took the motorcycle 12.1.2023
Customer response
12/21/2023
I am rejecting this response because: My complaint was not only with satisfaction of work. It was also pertaining to the conversation between me and the General manager that pretty much blown me off and told me I wasn't allowed to speak to his supervisor at all. Also the fact that I sent the entire conversation to the owner of the location in a email and to this day has never responded. This was the same email I sent in my initial complaint. The fact they left it on the service manager alone, for me anyways, just shows what type of customer service skills they do not have at all. Especially with someone who has been a customer for not only their merchandise but also a motorcycle.Initial Complaint
07/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband bought a bike and I got free motorcycle classes. The instructor spent the first two hours of class personally couching his coworker, the ** counter clerk and then kicked me out of class after the first 2 hours for asking to go the bathroom in a heat wave, he said it was unsafe communication. What a horrible good ole boys dealership this is! CUSTOMER BEWARE . We are in a heat wave and what kind of instructor rations water and breaks to dismiss his class early???Business response
07/05/2023
******************** was counseled out of the course. Our ************* Manager offered to reschedule and place ******************** into another class with another instructor. ******************** declined. No refund is due because class was offered to for free.Initial Complaint
07/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
American Eagle Harley Davidson refuses to stop texting me.Business response
08/17/2022
Business Response /* (1000, 8, 2022/07/14) */ Contact Name and Title: Bryan T**** Contact Phone: 9404985000 Contact Email: [email protected] Customer name not in our database. No actually phone # listed to further investigation. Please provide phone number so we can forward to texting service to figure why he has not been removed from list. Consumer Response /* (2000, 10, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business called their marketing company and corrected the issue.
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