ComplaintsforHigh Country Harley-Davidson - Cheyenne

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my motorcycle to be serviced at this shop. Went in for a 3 hole drop (oil, gear oil, and transmission oil) and asked them if they could check my handlebars for me cause they felt loose. As well as check the back tire and to see why it was rubbing on the fender. Was told it had a 2in drop kit on it and it needed to be taking off. 1300 dollars later and my headlight is screwed up, and missing screws, no drop kit was returned to me and my new white wall tire has oil and finger marks with oil all over it. I asked the service people why they returned my bike all screwed up and the whole under side had oil from the service all up and down the undercarriage. Asked them why this was returned like that and got the we washed it. I’m so pissed and irritated with how they treated me. One more thing, was told that my bike lock mechanism was superglued on and now there’s superglue all over the neck of my bike.

  Business response

  06/06/2023

  from: Doug <[email protected]>
  to: "[email protected]" <[email protected]>
  cc: Christy McAffee <[email protected]>,
  Reed Holmes <[email protected]>
  date: Jun 6, 2023, 10:51 AM
  subject: response to case #20118031
  
  Attn: Clay Andersen, Customer Relations Specialist
   
  Good chatting with you this morning, Clay, and many thanks for your assistance in helping us resolve this matter.  Attached is our company's response to the customer complaint referenced in case #20118031 filed with your office on May 29, 2023. If there are any additional questions, please feel free to contact Christy McAffee, General Manager, High Country Harley-Davidson Cheyenne directly at 307-638-8307 or through her email listed above.  Also, please remove Ryan Downing (our previous Vehicle Sales Manager) from future correspondence.
  
  Regards,
  Doug Troise
  H-D Vehicle Sales Support Operations Admin.
  High Country Harley-Davidson
  Frederick, CO
  Main:  303-833-6777
  Fax: 303-531-4879
  [email protected]
  
  --- --- ---
  
  In reference to case #20118031, and after reviewing the complainant’s written statement to the Better Business Bureau on May 29, 2023, the Service Department and managers at High Country Harley-Davidson of Cheyenne are eager to help clarify several details surrounding the work order in question.
    
  The following items were addressed by our team upon initiation of the service events as per the customer’s request:
  
  • Engine oil, primary oil, and transmission fluid were changed.  Residual oils and accumulated road grime were present on the underside of the chassis which is often typical of vehicles this age (model year 2000).  We were not authorized to detail the undercarriage as part of the initial work order.  If the complainant would like us to perform a more thorough detail of the complete motorcycle, we are happy to provide a quote and schedule this service.
  
  • The modified handlebars were loose, and our Certified Master Technician performed the procedures necessary to tighten and inspect the mounting hardware.  The headlight nacelle and associated fastenings were removed in order to complete the procedure. Many of these parts turned out to be non-OEM, aftermarket components with marginalized fasteners, but our team was able to reassemble everything correctly, noting that there were still some unresolved fitment issues. There was also evidence that liquid adhesive was used at one time to attempt to secure several of these trim pieces.  Under no circumstances would our Service Department use glue or adhesive to reassemble these components.  The bike was test ridden afterwards to make sure that everything was safe and would stay in place.  If the complainant is interested in following up with us to discuss a more comprehensive solution, we would be happy to provide a free parts and labor quote, assuming the required, now obsolete, materials are still available.
  
  • The rear tire was replaced due to damage from rubbing on the inside of the rear fender.  The fitment issues were caused by a rear lowering kit that someone had installed previously, creating a tremendous safety issue where the rear tire had partially worn through the metal rear fender, and generated enough heat from friction to start to melt portions of the seat pan. Our technicians reconfigured the associated parts to allow the suspension adequate travel to avoid future interference.  The complainant requested that we return the “unused” parts, but they were, in fact, necessary to resolve the repairs to make the motorcycle rideable and safe.
  
  • The complainant expressed concerns that the motorcycle was not adequately cleaned, especially the new white wall rear tire.  Admittedly, our team could have addressed this  more effectively and would still be happy to do so.  In our defense, the complainant requested his bike in advance of his scheduled pick up time, due to some unforeseen schedule constraints.  We did the best we could to have the bike ready on time.
   
  After we were made aware of these concerns by the complainant, our Master Technician who performed the majority of the work order contacted the complainant by phone and spoke to him at length and in detail in an attempt to address all concerns.  The conversation was described by our staff as cordial, and we assumed that all matters were now better understood and resolved.  We were later concerned to see that the complainant had registered a formal complaint with the Better Business Bureau, as we always value our customers’ positive experiences with the highest priority and make every effort to protect the good reputation of our enterprise within the local community and beyond.
   
  It is worth noting that the complainant’s motorcycle, albeit a very nice bike, is over twenty years old, and many of the parts for these units have become obsolete and fewer-and -fewer service departments will dare work on them.  For example, we spent about two extra hours of time to make sure we had this customer’s fuel injection system functioning and dialed in correctly, exceeding our initial estimates substantially with no additional charges.  Also, the motorcycle in question had many modifications that often require extra time and consideration when certain repairs are necessary.
    
  All being said, we hope our explanation will serve to give our customer a better understanding of what was involved to get his motorcycle functional and safe, and invite him to work with us in the future if there are additional matters where we can assist.  
  

  
  

  Customer response

  06/06/2023

  Complaint: 20118031
  
  I am rejecting this response because:
  I was told by unnamed employee that there was a guy that worked for Cheyenne Harley Davidson that was already scolded for gluing parts on other customers bike. Also the master technician that I spoke to from this location told me that the light was modified to get it back on.  As for the handle bars being tightened, and me charged for the time for them to take light and everything off. The handle bars are still very loose.  
  Regards,
  
  Daniel Amador

  Business response

  06/12/2023

  We’re sorry to hear that the handlebars on the complainant’s motorcycle were not repaired to his satisfaction.  Our technician tightened the handlebars and took the bike on a test ride after the prescribed repairs to make sure the bars were adequately tightened and safe.  After which, no concerns were noted.  Our customer could still be experiencing some flex in the riser bushings, and that can be mitigated by installing solid mounts, if he prefers. In some cases, where the handlebars continue to loosen up on bikes with extra-high accessory bars, such as the complainant’s; we suggest installing a product known as a “Super Clamp” as an alternate strategy to help solve this particular problem.  Attached is a parts and labor quote for the procedure, for which our shop has agreed to provide the labor to install at no additional cost.  We would like to have an opportunity to take another look at the bike in order to assure these recommendations.

  
  As previously stated, the headlight components surrounding the handlebar clamps needed to be removed to adjust and tighten the handlebars.  These components were non-OEM, aftermarket parts that came to us incomplete with previous fitment issues. We were constrained in our ability to completely resolve all of the reassembly issues due to the diminished quality of the existing parts and associated fasteners needed to get the headlight ring to seat as original .   We encourage our customer to have us take another look at the complete assembly in order for us to recommend a more comprehensive solution.  Our attached quote also includes the headlight parts, for which we will cover the labor to install.  Please note on our attached quote that one of the necessary components is backordered until August, which will affect the timing of these repairs.

  
  Finally, we have never had to address ANY internal issues relative to our technicians gluing parts together on customers’ motorcycles.  In the case of the complainant’s bike, it was obvious that someone did use liquid adhesive on a previous repair performed outside of our shop, for which we take absolutely no responsibility.

  
  We are eager to work with the complainant to arrive at a more comprehensive solution to these lingering concerns, assuming there is reciprocal willingness to do so.  This has always been High Country Harley-Davidson’s position, and we look forward to helping work things out together here at our Cheyenne repair facility.

  Respectfully, 

  Christy McAffee, General Manager, High Country Harley-Davidson of Cheyenne

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