High Octane Harley Davidson

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below In regards to the follow up comments for HOHD reimbursement from other dealers: When the repair was not able to be completed by HOHD, I was encouraged to call the corporate office to file a complaint/ticket with them about the repair This step apparently involves others in some capacity in the problem solving process (to the best of my recollection) Corporate Harley then asked of me to try other dealerships as part of the process As a consumer in this situation you have a safe assumption that when the corporate office requests of you to go to another dealership to fix the problem due to the current dealership unable to diagnose or correct the problem (that it had caused) that the services will be taken care of properly Had I known that I would have been charged, I would have gone directly to a trusted private mechanic to rectify the situation As a consumer it is quite evident that the "pass the buck" game has been played on me from either HOHD or the corporate office I can only reiterate the facts as they are so many times, I can only expect to get what I had paid for so many times (Promised Harley Davidson Customer & Mechanical Service) It is clear at this point there will be no reimbursement for not getting what I paid for, there will be no trusted service or repairs, there will be only constant back and forthI have better things to do than go back and forth with a business who does not care about a customer they have wronged At this point I will contact HOHD to discuss cancelling my extended warranty and will take the loss on the recommended services I was encouraged to take by Harley Davidson Corporate.I'm tired and disappointed by all of thisyou win Regards, [redacted] ***

Yes, it has been resolvedHe is scheduled for the motorcycle to be dropped off at his house tomorrow at 3PMWe installed parts at no cost to him to compensate him for any inconvenience we may have causedHe and I have been in contact multiple times over the past few days to ensure that the delivery goes as scheduled and as planned[redacted] Internet Sales Manager____________________________

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Improper hardware mentioned by HOHD did not contribute to the issue at hand.  That bolt had been stuck ever since I installed the bag well over a year ago.  Since it caused no issues after installation, I let it be.  My request to see if they could unstick a bolt was a small side request as I asked the service department to not only conduct the 5k service but look into the ongoing problem created during the repair of my flat tire (when said issue started).  The problem persisted even after the fixed the stuck bolt, again negating whatever cause and effect the dealership thinks this bolt has caused. It's clear from the antagonistic tone of responses from this communication ("Mr. [redacted] still has a problem"), that I can neither expect nor anticipate a fair response of accountability from HOHD.  An offer to diagnose or repair from HOHD is an unacceptable resolution since I can not relay on HOHD to perform the work required (as documented in previous responses).  I continue to request a refund on services rendered from the 2 other dealerships that I was directed to by Harley Davidson Corporate as a result of  HOHD being unable to diagnose and fix said problem.  As well as a refund on the extended warrenty, since I can not rely on HOHD to perform the work required.  At this time I will conceed my request to have the VIP membership refunded upon further reflection should not be part of my complaint.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The problem persisted after High Octane's last attempts to fix the MC.  The "improperly" installed saddle bag was not the issue.  The only issue with the saddle bag was a stuck bolt.  The dealership then attributed this to causing a grinding noise, belt, and slipping axle issue.  I expressed this concern when I picked up the motorcycle but was only met with argumentative and dismissive objections.After loosing full confidence in the service department to handle this issue for me, I contacted Harley Davidson Corporate.  They recommended I take the MC to another dealership.  Based on thier recommendation I took the motorcycle to Laconia Harley.  This was the most convenient location due to being on vacation when the bike exhibited the same problem that was supposedly fixed.  Laconia Harley had the MC for under a few hours and claimed the belt and axle were drastically out of alignment. They then performed the repair and charged me for this service, something that should not have had happened.  Not only did I have to take time out of a vacation built around riding in NH to have my already "repaired" motorcycle service, I was then charged for it when the problem originated at a Harley Dealership.After vacation the problem returned again.  Corporate Harley then reiterated that I try another dealership.  This time Shelby Harley.  After having the motorcycle for two weeks, they again could not diagnose the problem, same as High Octane.  Again, charging me for service time that should have been covered based on originating at a Harley Dealership.It's at this point I filed with the Revdex.com.  There is a clear abscence of customer service and accoutnability when it comes to handling a problem caused from the original service.  As well as a clear picture to the capabilities of the multiple services departments to deal with the issue.  At this point there has been no use of the motorcycle due to safety concerns of it's ride-ability.  That is why I am continuing my request to be reimbursed for the 2 additional services Harley "suggested" that I explore (never explaining there would be additional charges) as well as reimbursement for my Warranty Plan and VIP service Package.  [redacted]
Regards,
[redacted]

In the response Mr. [redacted] agrees that improper hardware in the fender area contributed to the issue. In both cases that HOHD took time to diagnose or address the issue neither time was Mr. [redacted] charged anything, therefore there is nothing to refund. The variety of information provided from 2 other dealerships makes us think Mr. [redacted] still has a problem and HOHD would be happy to diagnose/repair at Mr. [redacted]s convenience.

On 6/19/16 Mr. [redacted] asked HOHD to repair a flat tire on his 2015 FXDBP. For RO# 68061 upon inspection the odometer was at 4177 and a nail was found in the tire, the tire was replaced per Harley Davidson specs, the MC was taken for a 7 mile test ride. Mr. [redacted] picked up his MC with...

4184 miles on the odometer.On 6/30/16 Mr. [redacted] asked HOHD to inspect grinding at the rear wheel. For RO#68427 upon inspection the odometer was at 4273 and while bike was on the lift the technician got the bike to duplicate sound, but could not pin point location of sound. We took rear tire off and repeated a rear tire remove & replace, axle alignment was found to be on point, axle nut was torqued to 100 ft. lbs. bags and belt are not rubbing. took bike on 7 mile test ride and could not hear any noise. Mr. [redacted] was not charged for this service and picked up his MC with 4280 miles on the odometer.On 8/15/16 Mr. [redacted] asked HOHD to perform a 5k service, inspect noise coming from rear wheel. On RO# [redacted] upon inspection the odometer was at 4690 and the 5k service was performed. Mr. [redacted] informed us the noise was most noticeable when the bike had sat in the hot sun. We let the MC sit in the sun for 1 hour and upon inspection improper installation of saddlebags to be causing the noise. The customer installed the saddlebags himself and over time a fender strut on one side was unsecured. We found the fender was pulled more to one side than the other and kept in place with wrong size hardware. We replace all hardware per HD specs, test rode the MC and found no noise. Mr. [redacted] was not charged for the repairs and only paid for the 5k service.

Mr. [redacted],Most importantly, if you thought my statement of "The variety of information provided from 2 other dealerships makes us think Mr. [redacted] still has a problem and HOHD would be happy to diagnose/repair at Mr. [redacted]s convenience." was antagonistic - I sincerely apologies and only meant that we are willing to continue to help find/fix the issue. I had asked my service manager ([redacted]) to contact you knowing that the spoken word is always better than email.It appears that you have an unresolved issue with your bike that 3 different dealers were not able to consistently replicate or repair and we are willing to do anything in our power to fix.Regarding refunds:from HOHD for diag or repairs - we charged you $0 therefore have nothing to refundfrom OTHER HD dealers - we have no control over them, no did we ask you to go to themfrom HD on your ESP - this is an extended warranty from HD to your MC and is valid with any HD dealer. If you choose to keep it -its a great product, If you choose to cancel please meet with me to do the paperwork.I am available to talk on these matters at any time[redacted] x [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
In regards to the follow up comments for HOHD reimbursement from other dealers:  When the repair was not able to be completed by HOHD, I was encouraged to call the corporate office to file a complaint/ticket with them about the repair.  This step apparently involves others in some capacity in the problem solving process (to the best of my recollection).  Corporate Harley then asked of me to try other dealerships as part of the process.  As a consumer in this situation you have a safe assumption that when the corporate office requests of you to go to another dealership to fix the problem due to the current dealership unable to diagnose or correct the problem (that it had caused) that the services will be taken care of properly.  Had I known that I would have been charged, I would have gone directly to a trusted private mechanic to rectify the situation.  As a consumer it is quite evident that the "pass the buck" game has been played on me from either HOHD or the corporate office.    I can only reiterate the facts as they are so many times, I can only expect to get what I had paid for so many times (Promised Harley Davidson Customer & Mechanical Service).  It is clear at this point there will be no reimbursement for not getting what I paid for, there will be no trusted service or repairs, there will be only constant back and forth.. I have better things to do than go back and forth with a business who does not care about a customer they have wronged.   At this point I will contact HOHD to discuss cancelling my extended warranty and will take the loss on the recommended services I was encouraged to take by Harley Davidson Corporate.I'm tired and disappointed by all of this.. you win....
Regards,
[redacted]

Yes, it has been resolved. He is scheduled for the motorcycle to be dropped off at his house tomorrow at 3PM. We installed parts at no cost to him to compensate him for any inconvenience we may have caused. He and I have been in contact multiple times over the past few days to ensure...

that the delivery goes as scheduled and as planned.[redacted]Internet Sales Manager____________________________