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Brian's Harley Davidson Buell

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Reviews Brian's Harley Davidson Buell

Brian's Harley Davidson Buell Reviews (2)

That's Brian's Hd for you, out to screw you over. I will never buy from Brian's Hd again!

Review: My husband took (1) of our Harley Davidson Sportster model motorcycles in for the required 1,mile maintenanceHe waited for the service on our motorcycleWhen the service was complete he attempted to ride the motorcycle homeIt was handling terribleHe stopped at our bank and when he tried to start the bike it took about attempts before the motorcycle would startHe immediately took the motorcycle back to Brian's HDThe Service Writer [redacted] & the Service Manager [redacted] came outside to look at the bikeAt this point the motorcycle would not startThey said they would have a mechanic look the bike overThey needed to keep the bike overnightThe next morning I called and spoke with the Service Manager [redacted]He informed me that he had a mechanic looking at the bike and would call me when the bike was finishedLater in the afternoon I called [redacted] for an updateHe said that they found a few things wrong with the motorcycle but it was not fixed yet[redacted] said the mechanic felt the problem might be related to the after market pipes that were installed on the bikeI asked to stop by after work & meet with [redacted] and the mechanicHe agreed and I went to Brian's at approx6pmThey took me into the shop and proceeded to explain they felt the problem the motorcycle was not idling properly was again the aftermarket pipes/tunerThey showed me a few parts that they say were connected with the pipes/tuner and they said that was the problem(side note: after researching the (2) items they showed me, they were NOT part of the aftermarket pipes/tuner but Harley Davidson factory parts)They said that they do not support the pipes/tuner under warranty and at that point we had to decide to either leave the motorcycle and be charged hourly to fix the bike OR they'd tow it home! No other options! The motorcycle ran perfectly BEFORE we took it for the 1,mile maintenance AND the pipes/tuner had been on the bike since April with absolutely NO problemsBut now we were left with a motorcycle that ran poorly (could not be rode) and no explanation! My husband had sent an email to Brian's and it was answered by the General Manager, and he said they "only performed the 1,mile maintenance & washed the bike!" My husband & I feel that when they washed the bike, it was OVER saturated with water & damaged the electrical components of the bikeBut of course Brian's keeps insisting because we have after market pipes/tuner that they are not obligated to honor the warrantyAt this point we had the bike towed homeWe felt they damaged our bike & then were NOT willing to fix it without charging us.Desired Settlement: My husband & I feel that we are entitled to a partial refund from the purchase of our (2) Harley Davidson sportster motorcycles because at the time of purchase (April 2013) they included: 1,mile, 5,mile & 10,mile maintenance for our bikesBrian's has clearly demonstrated they do not have qualified mechanics since they could not diagnose & fix our (1) bike when it was ONLY in for routine maintenanceOur other bike will soon be due for the 1,mile maintenance but we feel that Brian's is not reputable nor capable of servicing our bikesWe have since taken the above bike in question to [redacted]'s Harley Davidson in South Jersey & they diagnosed AND fixed the bike (under warranty) [redacted]'s service department diagnosed the ignition control as being damaged by water & it has since been replacedAND we picked the bike up & RODE it home with absolutely NO PROBLEMS ! Please note that Brian's General Manager answered my husband's email & they (Brian's) admitted to washing the bike (thus causing the damage that they were NOT able to diagnose NOR willing to fix)All this being said we want to be able to take our bikes to [redacted]'s and want Brian's to refund the amount of 1,mile, 5,mile & 10,mile maintenance since we will now have to pay for these services since [redacted]'s does not honor the "maintenance extras" that were included as part of the purchase packagesNot to mention our time, tolls & gas to take our bike to [redacted]'s which is miles round trip from our homeWe calculate a fair amount at $x trips plus the maintenance costs (bike: 5,& 10,maintenance & our 2nd bike: 1,000, 5,& 10,mile maintenance) refunded!!!
Business
Response:
Dear [redacted],
My name is [redacted] and I am the Service & Parts Director at Brian's Harley-DavidsonIn regards to the matter involving [redacted] experience in our Service Department (ref#9780182), I would like to explain our side of the story**[redacted] brought his motorcycle in for his appointment on 10/15/to have his mile service performedThis was a free service as part of a "One Year Free Service Promotion" for new bike purchases**[redacted] had asked if it was okay to bring the motorcycle in with only miles on it as he did hot think he would be able to put enough mileage on the bike to take advantage of the one year promotionOf course we said that would be okayWhen the motorcycle arrived at our Service Department the mileage on it was We preformed the mile service while **[redacted] waitedAfter the technician finish the work, he test road the motorcycle and found no issues so upon returning to the dealership, took it to our wash bayThe motorcycle was washed, (we do a courtesy was after ever service unless the customer specifies otherwise), and returned to **[redacted] with a mileage of **[redacted] left with the motorcycle running fine or I am sure he would have stopped immediately, turned around and come back to the dealershipLater, that morning, one of my Service Writers, ([redacted]), received a phone call from **[redacted] stating that his motorcycle would not start
When I was informed of this, I told [redacted] to find out where he was located so we could send our truck to pick him and his motorcycle up and bring them back to the dealership to check what the problem wasBefore we could do that, **[redacted] hung up the phoneI informed all of the Service Writers that if **, [redacted] called back before we could reach him, give it top priority**[redacted] was able to start and ride the motorcycle back to our dealershipI went outside with **[redacted] and he showed me how the motorcycle was running rough and the breather bolts on his air cleaner were looseThis was a non-Harley-Davidson air cleaner which was not installed by us and the tech working on the bike would have had no reason to touch them while performing the mile serviceI explained this to **[redacted] and told him we would tighten them and see if that improved the running conditionI checked with the tech that worked on the motorcycle and he stated that he did not see the breather bolts being looseWe examined the bolts and found no locktite had been applied during installationAs a courtesy, we applied locktite and install the bolts properlyRegretfully this did not fix the running issueOur tech proceeded to run other test on the motorcycle including plugging it into the Digital TechnicianThis is a computer that is used to communicate with the ECM on the motorcycle and help diagnose problemsIt gave us a code for throttle position sensorWe then found out the motorcycle had a non-Harley-Davidson tuning device plugged into the bikes ECMThis was made by Daytona Twin Tech and is used to trick the ECM into changing the air/fuel mixtureIt also affects the throttle position sensor thus giving us a code on the Digital TechIt is necessary to change the air/fuel
mixture when you install a high flow air cleaner and aftermarket exhaust like the ones install on this motorcycleThis is not recommended by Harley-Davidson and can void the warrantyThis was explained to **[redacted] who became very upsetWe told **[redacted] that it would be better to leave the motorcycle because it could take some time to find out what was wrong and we drove him homeHe stated that he wanted a different tech to look at the motorcycleThe next morning, [redacted][redacted] called me and stated that she would be the contact personI informed her that a tech was looking at the motorcycle and as soon as we had an answer, I would call herWhen the tech checked the motorcycle, he found the Daytona Twin Tech tuning device was not installed properlyA lock that keeps the connecting pin in place so they make good contact was missingI told the tech to install one from our stock to try and get the bike back on the roadHe then found another connection in which the weather plug was not installedThis plug stops water from getting into the connection and causing a short[redacted][redacted] called and I informed her what we had found.! asked her who installed this, the air cleaner and exhaustShe told me they were installed by a Harley-Davidson techI than asked what shop did he work at and was told he worked out of his home, The story then changed to he was a former tech and then later changed to that he was a son of a former techI stated that based on our findings, the air cleaner and this tuning module were not installed properly and could be the cause of the problemsI recommended taking the bike back to the person who installed themShe insisted that they were installed rightI then invited her to the dealership so we
could show the poor installationIn order for us to properly diagnose the motorcycle, these aftermarket products would have to be removedIf we did it here, it would be at cost to the [redacted]'s as in is not covered under the Harley-Davidson warranty[redacted][redacted] said she would stop after work and do not do anything to the bike until she got hereWhen she arrived at our shop, myself and the tech showed her the poor connections and how water, such as when we wash the bike, could cause the issues the motorcycle was havingI told her that we could remove the Daytona Twin Tech module, but if the motorcycle ran fine, they would be responsible for the labor costThis was not acceptable to [redacted][redacted] and she stated that she had talked to a lawyer and was advised to get the bike out of the dealershipWe delivered the motorcycle to their home as requestedWe have pictures showing the poor installation of module which we believe was the cause of all the running issuesThis is why Harley-Davidson does not recommend the use of them and it can void the motorcycle warrantySince being informed by the customer that the motorcycle was taken to another .Harley-Oavidso'n Dealership and they found the coil to be at fault because we "over saturated with water" while washing the bike, we contacted Harley-Davidson Tech ServicesThey state there is no way that could have happened given the testing Harley products are put through and the motorcycle is made to be run in the rainI also do not know if the aftermarket products were removed before taking it to the other dealershipAccording to Harley-Davidson's warranty records, the concern at the other dealership was "smoke from the exhaust" and not that the motorcycle would not startWe find this to be contradictive to what the bike was doing while at our dealershipOur Digital Tech only had a code for the throttle position sensor and nothing about an ignition coilBrian's Harley-Davidson spends a lot of money in training our technicians and we keep them up to date with the current training
I find the statement that we do not have qualified mechanics at our dealership to be unfoundedOur statements about the warranty being voided is true and can easily be checked with Harley-DavidsonI cannot speak for the other dealership and how they follow the warranty procedures that Harley-Davidson has

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