Big Sky Harley-Davidson

This was a complete oversight on our behalfThis should have been looked into and handled very promptly and was notWe always strive to maintain great customer service but unfortunately this did fall through the cracksOnce management was made aware of this it was looked into and rectified right awayHe will be paid the remaining dollar amount of canceled service contractWe do apologize for delay and hope to continue doing business in the future Thank You, Big Sky Harley

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

This was a complete oversight on our behalfThis should have been looked into and handled very promptly and was notWe always strive to maintain great customer service but unfortunately this did fall through the cracksOnce management was made aware of this it was looked into and rectified right
awayHe will be paid the remaining dollar amount of canceled service contractWe do apologize for delay and hope to continue doing business in the future
Thank You,
Big Sky Harley

I'll never forget HD of Great Falls. On a trip to Alaska, I rode into GF with 5 plugs in my rear tire on a Sunday afternoon. HD was the only one open and who had a tire in the size I needed. They refused to mount the tire on my bike. They said the insurance does not cover installations on non-HD bikes. Any other HD dealer in the US would have helped me out, but not HD of Great Fall, MT. When I asked some HD riders where I could get a new tire mounted, they said HD of course. When I told them they refuse me, they hissed and booed HD. HD left a very bad taste and a certainty I never stepped into a HD shop since and never will.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Review: I purchased a 2006 Harley Davidson FLTRI with a custom 95 Cu In. motor in late June 2013. The motorcycle was delivered to me on 06/30/2013 when I drove up to Great Falls to retrieve it. From Great Falls I rode south toward Sheridan, WY. Prior to reaching Harlowton, MT; which is 128 miles from Great Falls, there was oil blowing down the side of the motorcycle and on my pant leg. I quickly deduced that it was coming from the crankcase breathers. I managed to attach the hose that had blown off and continued back to Sheridan. Upon my arrival in Sheridan, WY, I checked the oil level and found that it was a quart low after a short 400 mile trip back. This alarmed me as an engine using oil is not a good sign. I called Big Sky Harley Davidson and spoke with the owner regarding what had happened and why oil would be coming from the breathers, why the bike was a quart low on oil, and if there had ever been anything that ever happened to the motor that would have caused it to be using oil. He stated that they had a new technician in the service department and that he had a bad habit of overfilling the oil during oil changes and that it had probably blown the excess oil out the breathers. To the questions regarding the oil consumption he stated that he had no idea why it would be doing that and that there had never been anything that happened to the motor that would cause it to use oil. He never offered me to come back and bring the bike in to have his service department look at it during this phone conversation. I bought his story and continued to ride the motorcycle as I had just spent $16,500 on the bike. It is important to note that we do not ride year round in Wyoming and we are lucky to get more than 6 months of riding in a year. At this time, I worked 80 hours on a farm across the border in Montana and only rode the bike on Sunday; my day off. In 2013, I was able to ride 5 months and in 2014 I was able to ride 7 months. In this time, I put 10,000 miles on the motorcycle. In this year's worth of riding I kept up on top of the oil consumption by filling the motorcycle quart after quart at cost of $5.00. I also performed all the services on the bike and made sure to filter through the oil to see if there was anything coming apart in the motor as I'm not completely ignorant to mechanical issues involving engines. Never in my time riding or during any service did I ever see any sign of a decaying motor with the exception of the oil consumption. I finally tore the motor down this winter in November 2014. I pulled the cylinders off and inspected the pistons and found that the skirts and the bottom the pistons were completely covered in dimples as well as the flywheel hinting that something had come apart in the engine. I was extremely perplexed and surprised to find this level of damage as this motor had never made any knocking or anything to hint something passed through it. I then completely pulled the motor and sent it to a local shop to have the cases split. The shop owner asked me if I had ever noticed any vibrations or knocking from the motor and I stated that I had not. I then emailed the dealership in order to retrieve the service record for the bike as I feared that in fact something had previously occurred to the motor. Upon receipt of the service record, I immediately review the information and to my horror I found that the motor had been blown up as the cam bearings came undone and bounced around leaving debris in the engine case and the oil pan. The work order itemizes each job that was done to repair the motor. They cleaned all the debris from the oil pan and engine case, put new crank bearings in, new cams, cam bearings, and sent the previous owner on his way. They never addressed the issue of the flywheel nor the damage that occurred to the pistons. This damage occurred at 14,108 miles and the repairs were performed from 06/27/2011 to 08/02/2011 and $2,207 later for the previous owner. Essentially they put a band aid fix on the motor expecting the previous owner to come back complain about the oil consumption and spend more money to fix the problem correctly. I am now faced with properly repairing the motor and a $3,000.00 bill. I contacted Big Sky Harley Davidson in January 2015 regarding the matter and spoke with the manager who stated that he would look into the problem and then have the owner of the store call me. As of April 8, 2015 I still hadn't received a call from the owner of the store. I then contacted [redacted] the owner of the store on April 8, 2015, regarding the issue and the only thing he had to say about my aforementioned complaint was "I'm sorry you feel that way" and "I'm not going to do anything about it because its been close to two years and you put 10,000 mi on the bike". In addition, he stated that if I had brought the bike back he would have stood behind it and that is when I told him that he had never offered me to do that. I asked that he help me at the least with $1,500.00 toward the rebuild of the motor that was half his problem due to his improper repair of the engine prior to my purchase. Which essentially shows that I will take responsibility for half the motor as I was the one that rode it for 10,000 miles but want them to at least come half way by this admit their fault that the motor was not repaired properly to begin with. He stated he was sorry I felt that way and that he was not going to do anything about it. I then ended the conversation and then called the Corporate Office and received the same response. I feel that Big Sky Harley was quick to make the sale of this motorcycle to an out of stater, take their money as they never expected to ever have to deal with me again and treated me in this manner from the get go and lied repeatedly regarding the previous service records of the motorcycle. It was bound to either the previous owner to fork out the $3,000 for the repair or the next owner who turned out to be me. They are in the business of taking money from the consumer and not taking a care of their customers after the purchase for those who are from out of town. I believe that I have exhausted every avenue available to me which is why I am making a formal complaint with the Revdex.com and both the Montana and Wyoming Attorney General's Consumer Protection.Desired Settlement: I would like for Big Sky Harley Davidson to provide $1,500.00 which is half of the estimated cost of repairs that I must have done in order to have the motor back in proper operating condition.

Business

Response:

Concerning Mr. [redacted] complaint: