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Copper Canyon Harley-Davidson

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Copper Canyon Harley-Davidson Reviews (2)

Review: ZURICH $2,398.00THEFT DEVICE: $799.00SURFACE PROTECTION:$699.00GAP INSURANCE:$699.00 These were charges that were added to the contract. I contacted the dealer and they agreed to send the monies to harley credit. It neverhappened. The Theft device is not on the bike and was never installed.Desired Settlement: I need the refunds sent to harley credit to my account.

Business

Response:

To whom it may concern,

[redacted] purchased a 2012 Harley-Davidson FLHTK, Ultra Classic Limited on 07/26/2012. This was a very busy day for us, and a very busy week. We did indeed have the Montana state H.O.G. Rally here, as well as Evel Knelval Days. We requested extra staffing from our other store to come help during this time. Although we were very busy during this time, [redacted] was attended to In a very timely fashion. Enclosed is our traffic log from our dealings with [redacted]. He was first logged at 2:27 p.m. on 07/26/2012 by the salesman. It is standard operating procedure that the customer is logged as soon as they take the Information, and the sales process begins. At 2:27 p.m. on 7/26/2012 [redacted] called into the store to see if we had the bike he was looking for, the salesman logged him to start the process. At 3:03 P.M. he was called back to see when the customer would be here. At 4:47 P.M. [redacted] arrived at the dealership and the process was started.

All of our customers must be presented with all of their buying options, along with payment options as well, We call this a menu and discloser (attached signed copies are included). During the paperwork process the customer Is presented the options of warranties and various levels of protection and service plans, as welt as a base payment with no protection. As you can see [redacted] did acknowledge his payment, warranties (vehicle service contract with tire and wheel protection),palnt protectionfslmonlze mototect), Guaranteed asset protection(GAP), and a GPS locator. His acknowledgement and purchase of these products are shown on the discloser form that is signed by Mr. [redacted], Upon his acknowledgement and agreement to purchase these products the contract for Eaglemark Savings Bank was built. Also at this time the bike was moved to our shop to swap parts and apply the Simoniz as well as the GPS locator. As per law everything In the bike deal was disclosed, along with the truth in lending discloser on the bank contract. At any point in time Mr. [redacted] did not want these products they would have been taken off the deal, and contracts would not have been signed. I find it hard to believe he did not want these after agreeing to them before the final contract was signed, and during the signing of the bank contract.

During the process of swapping parts, applying the Slmoniz and GPS locator Mr. [redacted] was Indeed in the office going over all his contracts. Enclosed are copies of the contract for the vehicle service contract with tire and wheel coverage, slmonize mototect, and GAP. Mr.

[redacted] signed all contracts before electronically signing the bank contract, and before signing his bill of sale, the last form the customer signs before leaving the office. There is a record of three times he signed for the products he bought as a package, and a total of six times he signed his name forthe products alone. He was done signing and on his bike by 6:28 P.M. that

evening. Mr. [redacted] was in such a rush he left before the motorcycle could be filled, or the GPS locator could be Installed* I understand that he was in a hurry to ride, but the two hour process was as fast as we could move and still make sure that the customer understood the sale, and the bike was safe and ready to ride,

A representative from Copper Canyon Harley-Davidson did make several attempts to follow up with Mr. [redacted] on his purchase. The first time we received notification of a complaint was on 8/28/2012 from our call center. At that point when we did finally speak to Mr. [redacted], he did tell us he wanted to cancel his warranties. We started the process, and because of the lien on the motorcycle from Eaglemark Savings Bank, the proceeds of the cancelations went to the lien holder. The only contracts we could cancel were the vehicle service contract and GAP protection. Being the slmlonlz was already applied to the bike, we could not cancel that contract, We did refund the amount of $799.00 for the GPS locator. He did acknowledge that, and stated cancel the rest. Also at that time he wanted to know about his check for the taxes,

A check for the amount of $2,204.53 was overnighted on 9/8/2012 to Mr, [redacted] by UPS. It also shows the Check cleared our account on 11/5/2012. This check was for his taxes to register the motorcycle as it was financed in his deal. Copper Canyon Harley-Davidson did make a follow up call to see If he received the check, again we had no answer from Mr. [redacted],

Copper Canyon Harley-Davidson has done everything to try and please the customer.

We have met his needs, we have cancelled the contracts, and we have made sure he received the money for his taxes. We have not, and never will take advantage of a customer, or rob them of anything. I understand we can't make everyone happy, but we do our best to ensure the highest level of customer service, In our dealings with Mr. [redacted], our phone calls have been rarely returned, and little to no contact has been made with the customer. This is not a failure on our part, as we have left numerous messages, and made several attempts to make sure the customer is happy. Unfortunately I do not think we will ever make Mr. [redacted] happy no matter how hard we try, or what we do. This Is the first time in over 2,000 plus bike sales that we have not been able to make sure the customer is happy, or actions were taken to correct any issues so that the customer is satisfied. We pride ourselves on being one of the best dealers in our state, and those states around us. Harley-Davidson Is a name that has a very large following and a reputation to uphold, and we here at Copper Canyon Harley-Davidson will continue to meet these expectations. Thank you for your time.

General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9515010, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My brother asked me to respond to the issue in the subject as his wife is very ill and he can't put as much time onto this as he would like. The tax check was indeed received and that issue has been resolved. The biggest thing yet to be resolved is the over charges and unwanted warranties. [redacted] did not want any extended warranties and specifically asked not to have any of that added to the contract. He also did not want the extra security device installed. Well it wasn't installed, but he was charged for it anyway. He was told that these charges would be refunded, but as of yet have not. [redacted] wishes to continue to peruse this matter until the refunds for unwanted and uninstalled products and services are completed. Please let me know how to proceed.

Regards,

Review: I had an insurance claim in the middle of June,2013, on a 2012, [redacted], motorcycle. I contacted Copper Canyon in Butte, MT and asked if they did insurance work. They did and came and picked up the bike. They inspected the bike and said that they ordered the parts needed and the bike would be ready to go, about the 2nd week of July. July has came and gone....and then August, came and gone....and then in Sept., they said that during their first inspection of the damage, they missed some parts that needed relplacing. So...this was the 1st week of Sept. and now they are saying that the parts won't be in, until sometime in,October, 2013. With their telling me, that they would have me on the road, back in the 1st week of July, 2013 and now the date is sometime in Oct. of this year. What I am angry about, is back in June, a couple of people there at Harley, guaranteed me that I would be on the road in a few days. So....like a dummy, I released the insurance check to them for parts. Then in August, they hit the insurance up again, for the supposed missed damaged parts and now I have to wait until October? This is a 2012 bike, with less than 100 miles on it, I have talked to other dealers and motorcycle repair shops and they said after looking at the parts needed and checking the availability of those parts, for a BRAND NEW bike, that they would have had me on the road, within 3 weeks. I have personally called the Harley People, and they told me that they would have no problems getting the parts for that Switchback and would overnight them to me, if needed, no back orders.My health is failing and I missed out on doing some things, this past summer, that I have waited a very long time to do. They may be childish activities, like attending [redacted] and doing a road trip, but they are mine. I bought the bike from Copper Canyon, I figured I would give them my business, because of how they treated me and made those promises of taking care of me.Desired Settlement: I want my bike back.....period. They have been paid, almost in full, except for the $500 deductible. The bike is still under dealership warranty, so I don't know if that is what they are dragging their feet about....but the damage to the bike was an accident, pure and simple and if by them having to do repairs, has something to do with how the warranty is played out, I don't know and don't care. I just want my bike back and since they have taken the insurance money, I want the bike rideable.

Business

Response:

After receiving the complaint from you on or about 9/21/2013 I contacted Mr. [redacted] to remedy this

unfortunate situation. I explained to him that our Service Manager had left us, and unfortunately the

repair to his bike became delayed because of this. This had nothing to do with, nor will it affect the

factory warranty of his bike, it was merely an unfortunate series of events.

I have personally sourced the backordered parts for him, and we will deliver the bike to him when

he returns to town, around the 28th of September. Mr. [redacted] was amicable to this resolution, and

agreed that this is not a normal customer experience here at Copper Canyon Harley Davidson.

Sincerely,

Parts Manager

Copper Canyon Harley Davidson

Consumer

Response:

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

Regards,

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Description: Motorcycles - Dealers

Address: 34 Olympic Way, Butte, Montana, United States, 59701-7100

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