Eagle's Nest Harley Davidson

How disappointed I am @ this business that claims to stand by the importance of morals & principles when it comes to customer service & doing the right thing to stand by the products they sell can so easily make up lies & bend the truth & over exaggerate the facts. These disingenuous statements this business made as my good name & reputation for the good honest business has never been tarnished or questioned in the business community. As first stated I drove by dealer ship & decided to ask if they do trade ins for motorcycles for cars. Salesman said yes. If I had called 2 days in advance I would have made certain car was in good shape. My wife & I did not make decision to sell car until the day before so no appointment had ever been made w dealership ever! Lie 1 of many. #2 they claim, I removed electronics to trade in the car. absolute lie #3they also claim that I said I wanted to trade in car because of mechanical problems. Another lie. #4 they even concluded how I described the car as being in good operable condition & consider this normally acceptable for a trade in WOW unbelievable claims from an Honest Business as they claim to be.#5 They go on to say they made me an offer on car but failed to note what that offer was. #6 They continue their dishonest pattern by further saying, I wanted this deal done ASAP to hide bike from my wife.If that was the case I could have waited till morning when she's at work. My wife & I spoke with owner John explaining what happened in regard to the clutch & the cost to replace it I felt I needed to return the bike & after crunching numbers with my wife on our living expenses & the recent loss of hours @ my wifes job I would not be able to afford the motorcycle I was trying to resolve this matter with him but to my dismay & disbelief he told me he wouldn't take the bike back as it was now a used bike I pointed out it had 5 miles & 12 when I returned it. He stated he would meet with team & call back the next day. He never did. I tried calling him to no avail I would like refund on clutch any storage fees and eliminated contract and no and for my credit to not tarnished as he never returned our call as he stated so that we could resolve this matter

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Below is a copy of the written offer that should be put into place.[redacted], Thanks for taking [redacted] and my call just now.  Again – we are very sorry for the unique issues you have had with your new motorcycle and we share in your frustration.  We are working with the manufacturer to quickly resolve the issue and get you back on the road, enjoying your new bike. While Harley-Davidson Corporate is unlikely to do anything since you are covered under warranty, you are a customer of our dealership and we want to keep our relationship with you positive.  As we agreed to on the phone, we will be extending your Extended Service Plan an additional three years from three to five and splitting the cost of the 1,000 mile factory maintenance with you 50/50. Thanks for giving us the opportunity to resolve this, " src="cid:[email protected]" alt="Dual sig 175x175" class="Apple-web-attachment Singleton">[redacted]Dealer PrincipalHarley-Davidson of SacramentoEagle's Nest Harley-Davidson[redacted] (OFFICE) [redacted] (FAX)[redacted] CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you for your courtesy.

Review: On 4/6/2016 I drove to Eagles Nest to ask if they were interested in trading my car for a motorcycle. I was informed that this could be done. Once salesman and I went to his office he asked me for my personal information and started checking his computer. Moments later after seeing my credit score we were walking around looking at all the bikes. He informs me that it would not be a good idea to trade for the car since this would cost them money to hire the appraiser. He said he had a brand new bike that just came in and wanted to show it to me. The bike looked very nice and he informed me he would give me a good deal on it and I wouldn't need no money down. We completed the deal very quickly as the dealer shop was getting ready to close. After everything was signed the salesman drove the bike about a mile to my house. The bike had about 5 miles on the odometer after 10 minutes of my friend test driving it the bike stopped working. I returned the bike the next morning with about 12 miles on it and they said the clutch burnt out and told me that the warranty doesn't cover it and charged me almost 500.00 to put a new one in it. I couldn't believe it and told them that I did not want the bike and to keep it, as I was expecting better service. They told me they would not take the bike back and I would have to pay it off as it was now a used bike. They have had the bike since the day I returned it that following morning and they said they would charge additional money for storage fees. The owner of Eagles Nest said he would call the next day to resolve the problem, but he never called and I tried calling several times but I am told he is not in and they will give him message, but I have yet to hear from him. Last time I spoke with him was the 4/7/16.

thanks for your time. I look forward to hearing from you soon. Sincerely [redacted]Desired Settlement: I want to return bike and eliminate contract as they sold me a defected bike and I would like the money back that I had to pay to get clutch fixed Thank you Sincerely [redacted]

Business

Response:

Mr. [redacted] Originally called the dealership on 4/4/2016 and made an appointment for two days in advance with a motorcycle sales associate to look at purchasing a motorcycle and trading in his car. Mr. [redacted] had described the condition of his car to the sales associate of being in good, operable condition and we would normally consider this an acceptable for a trade. When Mr. [redacted] had arrived at the dealership, the car was unfortunately in very rough operating condition. The car was generating white smoke and numerous electronical components including the radio and navigation had been removed. When the motorcycle sales associate inquired into what had happened to the vehicle, Mr. [redacted] disclosed that his wife had mistakenly put water in the engine oil instead of the radiator causing it to smoke, he had removed the radio and navigation in anticipation of trading it in and reason for trading it in was actually due to the mechanical problems. We still made an offer for the vehicle to which Mr. [redacted] felt he could get more for somewhere else and optioned into a zero down payment option that was available to him. Mr. [redacted] had requested the deal be completed as soon as possible so that he could “get the motorcycle home and hide it from his wife”. Mr. [redacted]’s new motorcycle does come with a manufactures’ two year warranty that covers material defects and failures. A manufacturer’s warranty does not cover damage caused by improper operation or wear and tear. When our service department investigated the issue Mr. [redacted] was experiencing it discovered and disclosed that the motorcycle had been ridden improperly causing the clutch to be damaged at such short mileage. Mr. [redacted] had unfortunately been improperly operating his motorcycle by not fully engaging or disengaging a clutch along with improperly operating it in a high gear at low speeds causing the damage experienced. The motorcycle was noted to have been delivered in fifth gear at time of its requested repair, further indicating this improper operation that lead to the damage, not caused by a material defect or failure. Mr. [redacted]’s motorcycle was repaired and when he refused to take delivery he was informed of our storage policy. Mr. [redacted] has been contacted by our Sales Manager with all of this information stated to the Sales Manager that he no longer wants the motorcycle “because his wife is going to divorce him”. As was disclosed at his time of purchase, there is no cooling off period for motor vehicle purchases in California.

Consumer

Response:

How disappointed I am @ this business that claims to stand by the importance of morals & principles when it comes to customer service & doing the right thing to stand by the products they sell can so easily make up lies & bend the truth & over exaggerate the facts. These disingenuous statements this business made as my good name & reputation for the good honest business has never been tarnished or questioned in the business community. As first stated I drove by dealer ship & decided to ask if they do trade ins for motorcycles for cars. Salesman said yes. If I had called 2 days in advance I would have made certain car was in good shape. My wife & I did not make decision to sell car until the day before so no appointment had ever been made w dealership ever! Lie 1 of many. #2 they claim, I removed electronics to trade in the car. absolute lie #3they also claim that I said I wanted to trade in car because of mechanical problems. Another lie. #4 they even concluded how I described the car as being in good operable condition & consider this normally acceptable for a trade in WOW unbelievable claims from an Honest Business as they claim to be.#5 They go on to say they made me an offer on car but failed to note what that offer was. #6 They continue their dishonest pattern by further saying, I wanted this deal done ASAP to hide bike from my wife.If that was the case I could have waited till morning when she's at work. My wife & I spoke with owner John explaining what happened in regard to the clutch & the cost to replace it I felt I needed to return the bike & after crunching numbers with my wife on our living expenses & the recent loss of hours @ my wifes job I would not be able to afford the motorcycle I was trying to resolve this matter with him but to my dismay & disbelief he told me he wouldn't take the bike back as it was now a used bike I pointed out it had 5 miles & 12 when I returned it. He stated he would meet with team & call back the next day. He never did. I tried calling him to no avail I would like refund on clutch any storage fees and eliminated contract and no and for my credit to not tarnished as he never returned our call as he stated so that we could resolve this matter

Business

Response:

We stand by our description of the event. The phone number provided by Mr. [redacted] has gone directly to voicemail when we have tried to contact him. We are willing to waive the storage fees as requested by Mr. [redacted] so that we can resolve this issue and allow him to enjoy his new motorcycle.

Consumer

Response:

I am rejecting this response because:I can not trust this business or feel comfortable and confident in their products and the services they claimed to stand on. I wish I could be in a more positive position to feel otherwise however they have proven to be interested in the taking of people's money over doing what is right and putting the customer's needs first. I'M not asking for nothing other than returning a product that I am not satisfied with after what was a few short minutes of having a qualified rider test drive a brand new motor cycle for me. I can't find any one who can back up their claims of the clutch burning out within a few short miles down the freeway. I only want to return the motor cycle and terminate our contract so we can put it past us and move forward.