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East Coast Harley, Inc

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Reviews East Coast Harley, Inc

East Coast Harley, Inc Reviews (7)

August 21,2015I believe our correspondence about complaint *** must have crossed in passingI received a letter today dated August 19, which states that the customer did not feel that everything had been resolved to his satisfactionOn the evening of August 19, we delivered his tag to himHe is possession of the motorcycle with all the completed repairs that he requestedThe customer called back to our store on August 20, and spoke with Tony L***, our service manager, and thanked him for all of his help in making things rightToday, August 21, 2015, I personally spoke with the customer to assure that everything was taken care of to his satisfaction, and he assured me it wasinvited him to our customer appreciation event tomorrow and he thanked me for the invitation and the follcall.So again at this time we consider this issue resolved to both the customer's Satisfaction and oursSincerely,
Virginia D Sales Manager

As you can see we reached out to [redacted] immediately. What is left out in his concern is that he inspected the unit the day he picked it up. All turn signals and equipment was operational and working perfectly. I'm sending copies of the repair orders for his motorcycle showing the work that was...

done. We replaced both front and back tires and brakes were inspected at the time of install. He did not ride his motorcycle home but decided to trailer it home on an open bed trailer not designed to haul motorcycles. I'm certain the motorcycle bounced around for approximately 2 hours on his way home. I never asked him to "ride” his motorcycle back here for us to repair it. He was asked to trailer it back. He mentioned that there were over 10 parts that were rusted or showed wear. Again he inspected the motorcycle here at the dealership and still chose to purchase it. I'm not really sure he is going with that as it was never an issue in myphone call back to him prior to me sending him an email. I hope this clears up our end of the Customers concern,Best regards,
Scott W[redacted]
General Sales Mgr. Harley Davidson of [redacted] ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The matter has not been resolved to my satisfaction.  The motorcycle 2013 Harley Davidson [redacted] Classic was delivered on Sunday, still without my license plate.  I was told that my former motorcycle was sold on auction and that the license plate was still on it.  Ms Virginia D[redacted] assured me that the plate would be mailed back to the dealer by Wednesday or Thursday.  At which time I would have the option to pick it up or have it delivered.  Although we are coming closer to closure we are not there yet.  I was never provided with a written explanation as to what was performed on my motorcycle.  I believe this is something very important for my records on the motorcycle.  Whenever a major repair of the engine is performed it MAY impact the value of the motorcycle down the road.  I don't know what was done, the motorcycle smelled like oil when I test drove it on Sunday, it was not a smooth bike as assumed because of it's age and low odometer mileage.  I understand that the deal is done, I have a motorcycle in my possession that realistically and truthfully I lost all confidence because of the way the entire ordeal was handled.  Do I think Virginia D[redacted] the new representative have empathy and understands of what Harley Davidson stands for and the value of good customer service, absolutely.  However as she stated she just started at this dealership as the Sales Manager after Tony the former Sales Manager left maybe a week or so ago.  I have to continue doing business with this dealership since they sold me an extended warranty that is good for their facility or if I choose to go else where I would have to pay out of pocket a difference.  This seriously troubles me, they don't seem to get it together...  When I say I am going to do something I do it, I don't give excuses or blame someone else.  Lastly, I was recommended to lower the front and paid for the springs out right believing that was the cost of the work like when they charged me for lowering the rear shocks.  Then on Sunday morning I get a bill for close to $800.00.  Lowering the back shocks is much more intricate and cost me less and I knew how much it was because I was told up front...  I can't believe they didn't re-inspect the machine and sold me a bike with a January sticker... I had asked to please make the inspection current.  There was a reason for this request.  One is that I place my motorcycle in warm storage over the winter, like many do... two if they inspect it after they did all this work that means they are willing to stand behind their workmanship as a safe reliable vehicle according to the law.
A couple of things that stands out to me.
1.  Bait and switch -  What they had online and I went to see was not what they sold me.  They claimed no knowledge of the one online.  Same color and model.  Mine OF COURSE cost me MUCH more.
2.  Bad Business Practices - They failed to be up front with me their valued customer.  Tell me the truth up front or reduce the price on their deflective motorcycle.  Instead they kept egging me on and on for three with excuses and excuses.
3.  Lack of procedures -  It was not until the Revdex.com sent them a letter that the owner (He Said He was) called to apologize and promise to look into it and make it right.  Obviously it is not right yet, I am still NOT a happy consumer.
At my age and experience in dealing with business transactions this has been the most by far troubling.  I would hate to learn that the same or worse are happening to young people whom don't know how to defend themselves.  Owning a Harley Davidson and driving one of my own is a bucket list item of mine.  I have cancer, I receive chemotherapy treatments on Mondays and recuperate on Tuesdays, Wednesday through Fridays I work from home in order to maintain my health benefits... 
I choose Harley Davidson and the considerable investment because of their reputation of excellence.  I visited several different motorcycle dealership, one just down the road called [redacted], they sell Harley Motorcycles.  However every person that I spoke to recommended to purchase ONLY from Harley not someone else...  Here I am, disappointed, disillusioned and disgruntled at the lack of disregard for an consumer entering the silver age.  
All I wanted was to own a Harley Davidson and ride along side my brother and his bike when I move to Florida next year and retire....  not much to ask for from an old soldier.
Regards,
[redacted]

August 17, 2015In response to ID [redacted], the issue has been resolved. We have completed all repairs on the 2013 Harley-Davidson [redacted] Classic that [redacted] was concerned about. In addition to the repairs, we did additional work that he requested and paid for. The...

bike was delivered to him on August 16, 2015. He accepted the bike and we consider this matter closed at this time.Please feel free to contact me with any additional questions or concerns,Virginia D.
Sales Manager

Review: I had my vehicle at East Harley [redacted] VA. My bike was in the shop for over a month and only partial repair was done. was also charged for parts that they did not use. They gave me them in a box. I had picked up vehicle and drove it of the dealership and 30 miles later my vehicle was broken down on the side of the road. Therefore having to pay for an additional towing bill. Had the vehicle towed back to the dealer and now there trying to get me to pay for the part. I gave them a month to fix it and my problem was not resolved .Desired Settlement: Would like the rest of the repair money refunded

Business

Response:

See attachment or check attachment tab.

Review: My motorcycle was in an accident on July 23, 2013. My bike was sent to East Coast Harley Davidson for repair on July 31, 2013 I would constantly go pass the dealership to check on the status of the repairs and was constantly told awaiting on parts to come in from the Harley Davidson manufacturer in Wisconsin in particular a front fender. On September 5, 2013 my insurance company [redacted] was also told that all parts was order. As of September 27, 2013 I visit the dealership again to check the status and was told waiting on front fender to come in everything else has arrived. on October 21, 2013 I contac[redacted] my insurance company to see if they heard any status on my motorcycle they said no but made a call to East Coast Harley Davidson and received the same information waiting on parts to come in. I thought this was going on to long so I called the Harley Davidson manufacturer in Wisconsin and was told that the part (front fender) was just ordered October 2, 2013. I've been waiting on the repairs of my motorcycle for 2 and a half months the whole time I've been lied too. I miss the entire riding season all because this dealership failed to repair my motorcycle in timely matter. Still today I do not have my motorcycle. THIS IS UNSAT.Desired Settlement: My desire outcome is for East Coast Harley to finish the job and give some type of complimentary services, giftscard/store credit something for the inconvenience.

Business

Response:

November 19, 2013

Dear [redacted],

**. [redacted]’s motorcycle was completed and returned to him on November 14, 2014.

During the months of July through September, our prior service manager was handling this claim. Several parts had been ordered incorrectly. East Coast Harley-Davidson was purchased on October 1, 2013 by [redacted] Automotive. The prior service manager was immediately terminated and a new manger put in place. On October 2, 2013 the new service manager looked over the bike and found several parts had been ordered incorrectly. He immediately ordered all of the correct parts, including the front fender.

The new owners are fully prepared to remedy past customer service issues. We also have a new General Manager. With the new owners and management, the dealership is committed to offering superior customer service. Our customers and prospective customers are of utmost importance to us and we do our best to make and keep them happy.

Sincerely,

Consumer

Response:

I am responding in regards to East Coast Harley-Davidson response to my complaint to the matter with my motorcycle that was in their shop for approximately 3 1/2 months. I was told they had a sub-par Service Manager so they say, but why is that my problem. I'm the customer why should I have to suffer because of their failure to manage. I was lied to one too many times and I feel their response does not close this matter. After driving too and calling East Coast Harley Davidson for almost 3 month prior to my parts/fender being ordered, I felt someone should have taken some type of interest and followed up to see why is it that my motorcycle been sitting there so long. It wasn't until I demanded to speak to the General Mgr. to find out what's going on with my motorcycle when all this came out about the Service Manager. The General Mgr. gave me the spill that he was new and a lot of items were "neglected" as to why he was there and he then made sure that my parts were finally ordered, but again after approximately 3 months. My motorcycle sat for 3 months so at this point I was truly irritated. Basically, I felt I had fallen through all the cracks and if I would not have called the Harley Davidson Headquarters myself to find out that parts was just ordered in October I probably would not been told anything. To me as the customer that is" UNSAT''. I talked with the General Mgr. to again, explain my disgust with the service I had received. I decided I had already written to the Revdex.com so I would let the matter get handled through those means.

Now, I am writing to explain why I feel I had been ripped off and to get the final resolution to my complaint. I am very unsatisfied with the company, I also feel that I had to drive my vehicle (Toyota Tundra) back and forth to work for most of the summer since their shop had my bike for almost 3 1/2 months. I gave up a lot of gas money due to this and also I was not able to do a lot of rallies/charities and riding excursions that were planned well after my accident due to the fact that we did not imagine it taking 3 1/2 months to get my bike back. At this moment, to settle this matter, I would like either store credit or complimentary service to the sum of $2000.

Business

Response:

December 11, 2013

[redacted]s motorcycle was completed and returned to him on November 14, 2014. We worked as fast as possible to complete the job and get him on the road again. We do not feel we should compensate [redacted] for the unfortunate

circumstances that happened prior to the new ownership and management taking over the dealership. We did everything we

could to make sure these issues were resolved as soon as they were brought to our attention. Parts were ordered within 24 hours of the dealership switching hands and the motorcycle was back with the customer in less than two weeks.

Our customers and prospective customers are of utmost importance to us and we do our best to make and keep them happy.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I feel it is UNSAT that East Coast Harley Davidson don't feel they owe me as the customer some type of compensation for keeping my motorcycle for (3) months awaiting repairs and lying to me on top of that. I guest the statement they provide at the end of their letter which states: "Our customers and prospective customers are utmost importance to us and we do our best to make and keep them happy." is a bunch of BULL-CRAP! because I'm definitely not a happy customer.

Regards,

Review: Ordered part for a motorcycle because it was not currently in stock at the dealership. Was told that they would put the order in the bnext business day and it shoudl take around 4-5 business days to come in.

Coincidentally sold the motorcycle the next day si I notified business the first thing the next business day of the need to cancel the order. Since the original order request occured on Saturday (13 April 2013), I was not able to contact them until Monday (15 April 2013) at 9am. [redacted] (parts) took my information and said she would call back in a few minutes. I gave her my work phone number to call me back, but she did not call back until after I departed for the day (approx. 3:30pm)

I returned the call at 9am on 16 April and was advised by [redacted] (parts) that there would probably be a 20% re-stocking fee on the return. While I did not like the news, I accepted the term and gave her my credit card information. She then told me that she would call me back within 10-15 minutes.

I called again 3 hours later and she informed me that they would not accept the return, and that she is going to talk to the General Manager who is currently on vacation.

This is unacceptable. The website's terms ([redacted]) state that returns are subject to a 15% restocking fee, and does not stipulate any difference in handling whether the part is in-stock or whether it needs to be ordered from the manufacturer.Desired Settlement: I am willing to accept getting charged for the re-stocking fee, I do not accept the business' practice of not accepting the return. Especially since I contacted them first thing the next business day to cancel the order in the first place.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Mon, May 13, 2013 at 4:46 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Pertaining to ID [redacted], the vendor contacted me Friday, May 10th to

apologize for the misunderstanding and said that they would refund my

money.

I went to the business on Saturday, May 11th to have them place a

return credit on my credit card. They once again apologized and asked

that I follow up with you to ensure you got the word that the issue

has now been resolved. Thank you for your assistance.

Regards,

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Description: Motorcycles - Dealers

Address: 17975 Main Street, Dumfries, Virginia, United States, 22026

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