Harley-Davidson of West Virginia

We are in receipt of the customer concern for ***. We have been a HarleyDavidson franchised dealer since 1974 and a Kawasaki franchised dealer since 1985.
The Kawasaki that *** purchased was a brand new, never titled, 2017 model BR125JHF with 6 miles on it. This unit has a suggested list price of $2999.00. The NADA (*** Association) Guide shows both the suggested list price and the average retail, which is $2300.00. *** paid $2308.96 for the motorcycle. Her total purchase price of $2651.00 included her taxes and fees to the West Virginia Department of Motor Vehicles.
About a month after her purchase, *** inquired with our Service Writer, ***, about getting the first service on her motorcycle. After he quoted her the price, *** said that she couldn't afford it, but would like to get the oil and filter changed. *** brought the bike in on her scheduled appointment day. Our mechanic drained the oil from her motorcycle then he discovered that we did not have a filter in stock. He filled it back up with fresh oil and spoke with *** He told her that the oil that came out of it looked good, it wasn't dirty at all. He explained that he did put new oil in it, but that we had to order a filter. He told her the filter should arrive in a few days and he'd install it for her at no additional labor cost.
*** paid for the oil change, which did include the filter that was on order. Her total was $48.69.
A few days later, *** called and asked to speak with the General Manager. When I picked up the phone, she immediately began yelling at me about being "ripped off' on an oil change. She said that her friends told her that an oil change was no good without a fresh filter. I told her that wasn't always the case, but that I would speak with Kelly and give her a call back.
I called her back the same day. I talked to the mechanic who changed her oil. He told me that the oil was clean, but that he put new oil in it anyway. I again explained to her that the oil change was ok without a fresh filter, but that once her filter arrived, we'd give her a call to come by and we would install the filter with no labor charges. I also told her that we would recheck the oil at that time, and if it was dilly, we would replace it again, for free.
She continued to yell at me about being "ripped off." I told her I wasn't sure what I could do for her to-
day as the filter wasn't here yet. There was nothing I could do until the filter arrived. After telling her that she would receive a call when the filter arrived, we ended our phone conversation.
At this point, we have issued a refund check and mailed it to *** in the amount of $48.69. Enclosed you will find a copy of her original Work Order invoice. We do not feel that we should complete another oil change, at our expense, as she has stated that she will be taking her business elsewhere in the future. We consider this issue closed.
Should you have any other questions or concerns, please feel free to give us a call at (***
Sincerely,

***
General Manager

had a scheduled appointment with our Service Department for 9/6/18. His appointment and work order were for "installation of h-bars, 5K service, check mufflers, install nacelle" (see attached copy). Upon arrival, *** also requested that we remove the stereo volume control and phone mount. *** our Service Writer, called *** that afternoon and explained that we would need to keep the motorcycle another day to complete all of the requested work. *** informed *** that was unacceptable, that he needed the motorcycle as transporta­tion home. *** informed him at that time that we would complete as much of it as we could.

When *** arrived in our Service Department at 5:30 pm, *** explained that everything was completed except a few items on the 5K Service like checking the spokes. *** gave *** a checklist showing the items that were­n't completed. *** mentioned to *** that the stereo mount was still there. *** apologized and offered an appointment at a later date. *** stated that he would cut the mount off himself. *** advised against it as those wires were attached through the battery. The normal labor rate on *** service is 1.6 hours, or $144.00. Since there were a few items not completed, *** was only charged .85 hours, or $76.50. *** settled his bill, shook *** hand, and [eft.

We received his fax the next morning (see attached copy). There was no return fax number provided. One of his concerns was the handlebars. They were indeed installed correctly; the wires for the handlebars are inside. The wires that are exposed are for the radio control unit. By looking at many of the motorcycles on our showroom floor, you can see that this is normal. We offered to take the radio control unit off, thus eliminating those wires, but *** was unable to leave the motorcycle. Another concern were the items on the 5K service checklist that weren't completed. *** was given a checklist of these items. Again, these weren't completed because *** was unable to leave his motorcycle. Finally, the radio control unit was not removed. This was part of the time-issue which *** called *** about. We offered to complete it the next day or to make another appointment for *** in the future but neither met with his satisfaction.

I left *** two voicemails on 9/7/18, one on 9/8/18, another on 9/11/18, and another on 9/12/18 . I am unable to address ***'s concerns without speaking with him directly. We are more than willing to provide a full and complete performance of the contracted services as soon as it is convenient for *** to bring his motorcycle back to our Service Department.

Should you have any further questions or concerns, please feel free to contact me at