Gateway Harley-Davidson

Complaint: [redacted] I am rejecting this response because:The business explanation makes no senseI would not have accepted the wheel had I known the level of danger involvedThe business admitted after my findings that the work performed should have never been attemptedMy trust in this location has been violated and is no longer present.At this juncture, a full cash refund is my only resolutionPlease adviseThank you.A cash or check refund will be acceptedNo gift cards as my business dealings will be done at an alternate location Sincerely, [redacted]

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]

Initial Business Response / [redacted] (1000, 7, 2015/09/08) */ I apologize for the delay in responding, I have been out of town, returning to the office todayUnfortunately, wreck jobs can take a long time to resolve due to dealing with the insurance companies and potentially with painted partsAlso, unfortunately, we had recently experienced some turnover in the Service Department, and our communication with our customers did suffer, and I am sorry for thatWe have fixed that issue and will continue to stay on top of it, to insure our customers continue to receive top notch serviceHere is a detailed account of the situation from our Operations Director, [redacted] ***, I pulled the RO to get the dates Bike came in on 6-and the adjuster came out a couple of days after thatThe bike was going to total so a supervisor discussed with the owner on 7-The notes indicate the owner would not release the bike for salvage and 7-negotiated with the insConot to replace the fuel tank which allowed the bike to be repaired7-owner brought in ins check and we ordered the parts less the tank per ins revised estimate [redacted] handled this customer and informed them when parts were ordered, including the painted rear fender, painted parts can take 6-weeks however she was upset in my office saying she was told the parts would be in in 6-days All the parts arrived 8-and shortly after that the repairs were startedWorking on the bike [redacted] found a couple of unrelated issues i.ethe primary leakingThe customer was upset because we didn't get that covered under insurance but 8-they paid to have the primary leak fixed and the repairs were complete Other than the communications issues the Service department was having with all of our customers at that time I don't think we did anything wrongThe wife's main frustration when she talked to me besides the time it took to repair is that no one was calling her backHopefully that issue is resolved [redacted] Operations Director Gateway Harley-Davidson [redacted] StLouis, MO XXXXX XXX-XXX-XXXX Fax: XXX-XXX-XXXX Thank you [redacted] ***

July 12, Dear Revdex.com, We have received the copy of the complaint from a [redacted] *** Mr [redacted] willingly gave us his information to follow up as he expressed interest in purchasing As of now we will no longer contact Mr [redacted] as he has been deleted from our system If you have any questions or concerns feel free to call me at [redacted] or email ***@GatewayHD.com Thanks, [redacted] General Manager Gateway Harley-Davidson

We installed parts on a loose wheel at the customers request. The wheel that he had was not designed for the application that he was trying to use it for. a different year wheel than the year of the motorcycled. The customer was informed that the parts were incorrect and that it
would not work. After discovering for himself that it would not work, he called and demanded a refund. We offered him store credit and I also we offered a solution for the customer at a discounted rate and he declined we are still more than happy to refund him his money, let us know what to do next. ***

we will place a check in the mail today

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gatewayhd.com
Unfortunately we could not come to terms with this deal. It was never our intention to keep the $250 down payment. The delay in getting the...

refund to the customer was because we preferred to refund his card, however we needed to get in touch with the customer and we have been unable to connect with him. We will mail a check out immediately and we sincerely apologize for the delay and overall mix up.
Thank you.
[redacted]

Initial Business Response /* (1000, 7, 2015/09/08) */
I apologize for the delay in responding, I have been out of town, returning to the office today. Unfortunately, wreck jobs can take a long time to resolve due to dealing with the insurance companies and potentially with painted parts. Also,...

unfortunately, we had recently experienced some turnover in the Service Department, and our communication with our customers did suffer, and I am sorry for that. We have fixed that issue and will continue to stay on top of it, to insure our customers continue to receive top notch service. Here is a detailed account of the situation from our Operations Director, [redacted]
[redacted],
I pulled the RO to get the dates.
Bike came in on 6-24 and the adjuster came out a couple of days after that. The bike was going to total so a supervisor discussed with the owner on 7-2. The notes indicate the owner would not release the bike for salvage and 7-8 negotiated with the ins. Co. not to replace the fuel tank which allowed the bike to be repaired. 7-13 owner brought in ins check and we ordered the parts less the tank per ins revised estimate.
[redacted] handled this customer and informed them when parts were ordered, including the painted rear fender, painted parts can take 6-8 weeks however she was upset in my office saying she was told the parts would be in in 6-7 days.
All the parts arrived 8-12 and shortly after that the repairs were started. Working on the bike [redacted] found a couple of unrelated issues i.e. the primary leaking. The customer was upset because we didn't get that covered under insurance but 8-21 they paid to have the primary leak fixed and the repairs were complete.
Other than the communications issues the Service department was having with all of our customers at that time I don't think we did anything wrong. The wife's main frustration when she talked to me besides the time it took to repair is that no one was calling her back. Hopefully that issue is resolved.
[redacted]
Operations Director
Gateway Harley-Davidson
[redacted]
St. Louis, MO XXXXX
XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Thank you.
[redacted]

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]

July 12, 2017     Dear Revdex.com,   We have received the copy of the complaint from a [redacted].  Mr. [redacted] willingly gave us his information to follow up as he expressed interest in purchasing.  As of now we will no longer contact Mr. [redacted] as he has been deleted from our...

system.  If you have any questions or concerns feel free to call me at [redacted] or email [redacted]@GatewayHD.com.  Thanks,   [redacted] General Manager Gateway Harley-Davidson

Complaint: [redacted]
I am rejecting this response because:The business explanation makes no sense. I would not have accepted the wheel had I known the level of danger involved. The business admitted after my findings that the work performed should have never been attempted. My trust in this location has been violated and  is no longer present.At this juncture, a full cash refund is my only resolution. Please advise. Thank you.A cash or check refund will be accepted. No gift cards as my business dealings will be done at an alternate location.
Sincerely,
[redacted]