Colonial Harley Davidson

Dear [redacted] ***:April 1, 2015Please accept the following response regarding the above referenced case number [redacted] .The subsequent information is the repair record for the motorcycle that is referenced in thecustomer's complaint Colonial Harley-Davidson has had opportunities to [redacted] thismotorcycle since the customer purchased it on October 11, I will begin thereconstruction of the events starting with the 8th [redacted] on February 18, as that is whenthe customer indicates the start of his dissatisfactionIn our customer's account of the eventshe indicates we [redacted] d the vehicle during October of 2014, however there are no records ofany [redacted] at that timeThe February 18, [redacted] was a customer request to perform aprimary fluid changeThe motorcycle was returned to the customer on February 18, with12,miles on the odometerOn February 3, the customer purchased a sealing nutwhich is the locking nut for the primary chain adjusterOn or about February 4, thecustomer contacted the [redacted] department indicating the vehicle had an oil leak coming fromthe primary chain adjusterThe customer indicated that he felt the leak was caused the lasttime we worked on the motorcycle and wanted it repaired at no cost to himHe stated he hadbeen working on the vehicle resulting in the primary chain adjuster as well as the primary coverno longer being assembled on the vehicleHe spoke with the owner of Colonial HarleyDavidsonand they made an agreement as followsWe will pick up the vehicle from the customers residence along with the disassembledpartsWe will repair the primary chain adjuster and reassemble the motorcycle for a fee of$100.00.This was believed to be a satisfactory agreement given the following factorsHe is a valuedcustomer and we wanted to help him with the challenges he was having with his motorcycle.However, he was attempting to repair the motorcycle before giving an opportunity to ColonialHarley-Davidson to assess the problemThe motorcycle had miles on the odometerwhich is 4,miles and months since we [redacted] d the vehicle lastOur Harley-Davidson Certified Technician determined the primary adjuster had been removedimproperly and the primary case threads were stripped which would not allow the primarytensioner to work properly and consequently needed to be repaired in order to bereassembledWe attempted to repair the primary case but that was not possible so a newreplacement was installed and the repair was finalizedThe last step of all repairs is thetechnician test rideThe test ride indicated the motorcycle was operating properly.The repair of the motorcycle was completed on February 05, at a repair cost of $654.00plus tax and the customer picked up the motorcycle on February 25, and paid the agreed$100.00.The customer returned at a later time indicating he felt the motorcycle was not operatingproperlyOur [redacted] discussed the symptoms with the customer and agreed wewould take care of anything related to the Primary repair but that there would be a normalcharge if there is no issue found or if there is a problem unrelated to the original repairThecustomer left with his motorcycle.Colonial Harley-Davidson is sending the customer $and will consider this matter closed.Regards, [redacted]

Dear [redacted]:April 1, 2015Please accept the
following response regarding the above referenced case number [redacted].The subsequent
information is the repair record for the motorcycle that is
referenced in thecustomer's complaint.
Colonial Harley-Davidson has had 9...

opportunities to [redacted] thismotorcycle since the
customer purchased it on October 11, 2012. I will begin thereconstruction of the
events starting with the 8th [redacted] on February 18, 2014 as that is whenthe customer indicates
the start of his dissatisfaction. In our customer's account of the eventshe indicates we [redacted]d
the vehicle during October of 2014, however there are no records ofany [redacted] at that time. The February 18,
2014 [redacted] was a customer request to perform aprimary fluid change. The motorcycle was returned to the customer on February 18, 2014 with12,389 miles on the odometer. On February 3, 2015 the customer purchased a sealing nutwhich is the locking nut
for the primary chain adjuster. On or about February 4, 2015 thecustomer contacted the
[redacted] department indicating the vehicle had an oil leak coming fromthe primary chain
adjuster. The customer indicated that he felt the leak was caused the lasttime we worked on the
motorcycle and wanted it repaired at no cost to him. He stated he hadbeen working on the vehicle resulting in the primary chain adjuster as
well as the primary coverno longer being assembled on the vehicle. He spoke with the owner of Colonial HarleyDavidsonand they made an agreement as follows.1. We will pick up the vehicle from the customers residence along
with the disassembledparts.2. We will repair the
primary chain adjuster and reassemble the motorcycle for a fee of$100.00.This was believed to be a
satisfactory agreement given the following factors. He is a valuedcustomer and we wanted to
help him with the challenges he was having with his motorcycle.However, he was
attempting to repair the motorcycle before giving an opportunity to ColonialHarley-Davidson to assess the problem. The motorcycle had 17385 miles on the odometerwhich is 4,996 miles and 12 months since we [redacted]d the vehicle last. Our Harley-Davidson
Certified Technician determined the primary adjuster had been removedimproperly and the
primary case threads were stripped which would not allow the primarytensioner to work
properly and consequently needed to be repaired in order to bereassembled. We attempted
to repair the primary case but that was not possible so a newreplacement was installed
and the repair was finalized. The last step of all repairs is thetechnician test ride. The
test ride indicated the motorcycle was operating properly.The repair of the
motorcycle was completed on February 05, 2015 at a repair cost of $654.00plus tax and the customer
picked up the motorcycle on February 25, 2015 and paid the agreed$100.00.The customer returned at a later time indicating he felt the motorcycle
was not operatingproperly. Our [redacted] discussed the symptoms with the customer
and agreed wewould take care of anything related
to the Primary repair but that there would be a normalcharge if there is no issue found or if there is a problem unrelated to the original repair. Thecustomer left with his motorcycle.Colonial Harley-Davidson
is sending the customer $100.00 and will consider this matter closed.Regards,[redacted]

Review: I brought my bike in for [redacted] last Oct to have an adjustment made and 3 months later its leaking from the adjustment locknut. They are supposed to guarantee their work for 12 months but wanted to charge a diagnostic fee and 2 hours labor to look at it. After calling the owner he had someone come pick my bike up. Turns out, who ever did it over tightened the locknut, stripping the threads in the primary cover. They did a short cut fix which failed and they then had to order a new cover. After all this I still had to pay $100 for something they caused. I picked my bike up last Saturday and after riding it for awhile, the primary chain adjustment is still not right. I went back again and asked if they would look at it and not only did I get attitude, but told a I'd have to pay a diagnostic charge. After a few minutes of discussing it with the [redacted] who was no help, I left. The bike still not right. I don't appreciate being treated so badly and the first thing they say is what did I do to it! I should have not had to pay anything since they messed it up and didn't even suggest they might have made a mistake.Desired Settlement: I want my $100 back. I should not have had to pay anything. My bike is not fixed properly, I don't trust them to do any more repairs to it.

Business

Response:

Dear [redacted]:April 1, 2015Please accept the

following response regarding the above referenced case number [redacted].The subsequent

information is the repair record for the motorcycle that is

referenced in thecustomer's complaint.

Colonial Harley-Davidson has had 9 opportunities to [redacted] thismotorcycle since the

customer purchased it on October 11, 2012. I will begin thereconstruction of the

events starting with the 8th [redacted] on February 18, 2014 as that is whenthe customer indicates

the start of his dissatisfaction. In our customer's account of the eventshe indicates we [redacted]d

the vehicle during October of 2014, however there are no records ofany [redacted] at that time. The February 18,

2014 [redacted] was a customer request to perform aprimary fluid change. The motorcycle was returned to the customer on February 18, 2014 with12,389 miles on the odometer. On February 3, 2015 the customer purchased a sealing nutwhich is the locking nut

for the primary chain adjuster. On or about February 4, 2015 thecustomer contacted the

[redacted] department indicating the vehicle had an oil leak coming fromthe primary chain

adjuster. The customer indicated that he felt the leak was caused the lasttime we worked on the

motorcycle and wanted it repaired at no cost to him. He stated he hadbeen working on the vehicle resulting in the primary chain adjuster as

well as the primary coverno longer being assembled on the vehicle. He spoke with the owner of Colonial HarleyDavidsonand they made an agreement as follows.1. We will pick up the vehicle from the customers residence along

with the disassembledparts.2. We will repair the

primary chain adjuster and reassemble the motorcycle for a fee of$100.00.This was believed to be a

satisfactory agreement given the following factors. He is a valuedcustomer and we wanted to

help him with the challenges he was having with his motorcycle.However, he was

attempting to repair the motorcycle before giving an opportunity to ColonialHarley-Davidson to assess the problem. The motorcycle had 17385 miles on the odometerwhich is 4,996 miles and 12 months since we [redacted]d the vehicle last. Our Harley-Davidson

Certified Technician determined the primary adjuster had been removedimproperly and the

primary case threads were stripped which would not allow the primarytensioner to work

properly and consequently needed to be repaired in order to bereassembled. We attempted

to repair the primary case but that was not possible so a newreplacement was installed

and the repair was finalized. The last step of all repairs is thetechnician test ride. The

test ride indicated the motorcycle was operating properly.The repair of the

motorcycle was completed on February 05, 2015 at a repair cost of $654.00plus tax and the customer

picked up the motorcycle on February 25, 2015 and paid the agreed$100.00.The customer returned at a later time indicating he felt the motorcycle

was not operatingproperly. Our [redacted] discussed the symptoms with the customer

and agreed wewould take care of anything related

to the Primary repair but that there would be a normalcharge if there is no issue found or if there is a problem unrelated to the original repair. Thecustomer left with his motorcycle.Colonial Harley-Davidson

is sending the customer $100.00 and will consider this matter closed.Regards,[redacted]