High Plains Harley-Davidson, Inc.

Customer Purchased his motorcycle on 06/05/On 06/05/our database shows a repair order stating “the motorcycle doesn’t start properly.” We found that the starter was no longer working and needed to be replacedWe replaced the starter and there were no further problemsOn 07/03/we
installed the customer accessories that he had purchased when he purchased the motorcycleNo issues were foundOn 10/05/we performed a 15,mile serviceHe did not mention during the time of service about any compensator issue and no issues were foundWe have not seen, nor heard, from him since his last service on 10/05/2013. We document everything we do here at High Plains Harley-Davidson so if we would have inspected the compensator, there would be a repair order documenting it. We have nothing in our data base that we inspected or tightened the compensator nutWe have a form called a “We Owe” that if we owe something to the customer we are to fulfill that for the customerThe Customer stated that only Handlebar Installation and Docking Kit part was included by his Salesperson, SteveThere was no additional “verbal commitments of service, pricing or special orders of parts or accessories” made by any of the staff on the “We Owe”Furthermore, there were no statements regarding a compensator issueWe continually invest in our technicians with annual training to improve their knowledge and skillsNoted from numerous technicians and in our opinion, if a compensator is going to go out it will fail within 2,- milesNot after 15,milesIf this problem were addressed at the time of purchase or within the day/mile dealer provided warranty, we would have had the problem resolved at no cost to the customerIn addition, the customer was informed that his bike was eligible for an Extended Service Plan at the time of purchase which he declinedWe understand his frustrations and if he would have contacted us within a reasonable time frame, we would have assisted him in every way possibleHowever years is not a reasonable time frameHere at High Plains Harley-Davidson, safety for our riders and their family comes first and foremostWe continuously strive to go above and beyond in assisting our customers as much as we possibly canWe look forward to earning his business again

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
The motorcycle made has made that sound since the purchase in 2013. they were aware of the noises it made. They acknowledged it and said all they could do is tighten the compensator nut. they heard it when I started it again after they took it to the back to check the noises. When they came back with it they stated that is just the way a 110 engine is. Why would I take it back to them with the same sounds as when they convinced me they were normal. I now know the difference after they almost killed me. I can just imagine taking it back to them after the purchase to say. It is still making that sound that you told me was normal for a large 110 engine. They are the experts not me. How do I question their knowledge unless I know. Now I know because after the real repairs I hear and feel the difference. I would have know otherwise. They just pulled one over on a vulnerable customers.