Complaint: [redacted]
I am rejecting this response because: We purchased coverage and it cancelled prior to us requesting a refund due to inaccurate or fradulent paperwork.Please see the attached Promissory Note that shows the description of the purchase as being a used motorcycle (which it was). It also indicates the sales price of the motorcycle as $15,490.90 less a down payment of $1600.00. This was the agreed purchase amount and had nothing to do with the addition of any optional coverage that we elected to purchase. Further down in the document you will see the section titled Itemization of Amount Financed. It is here: 3. Amount Paid to Others on your behalf that you will see (C.) $1553.00 (This is $864.00 for the ESP plus $689.00 for the Tire and Wheel protection). (E.) States “Allstate” but is actually the GAP insurance premium of $599.00. We were not “given” these additional optional service plans. Please also see the attached Extended Service Plan Contract under the section titled, ”Your Coverage Term”. It is here that the error occurred that indicates “New Motorcycle” and where the idea that the coverage term is to be measured from the In-Service Date (which was 17 months before we even purchased the motorcycle). This was a used motorcycle and the coverage term should have been measured from the ESP sales date as stated on the ESP contract. We bought a motorcycle and three additional optional policies. Please note that on the tire and wheel policy and the ESP there is a different sales price. I cannot answer why this paperwork would have been completed this way. I can, however, state that the amount on the promissory note is the amount we paid. We purchased these policies and are entitled to the pro-rated refund for the un-used portion. In response to the responder, we did speak with [redacted], Business Manager, on 9/3/16 we sat down in front of him and gave him the proof of payoff and requested payment and he politely said he would cancel the coverage and submit required documentation and acted as if there was no problem and we should be expecting the checks in 30-45 days. [redacted] had three phone conversations with Mr. [redacted] on 9/25/16, 10/12/16 and 10/13/16. It was not until 10/13/16 that he stated no refund on the ESP would be given and stated that that’s just how it works. She also spoke with [redacted] from your accounting department on 10/13/16 who stated this must have been an error and that she would check into it and then called back to say there would only be two checks because the ESP policy had cancelled due to time. This was an error, or an intentional fraudulent act. Either way, we are entitled to a refund.
Regards,
[redacted]
Thank you for the opportunity to respond to the complaint posted by the [redacted] about their extended service plan (ESP) concern. There seems to be a bit of confusion on the part of the consumer that I believe I can clear up with this response.First of all, the [redacted] purchased a 2013...
Harley-Davidson for $15995.00. This bike did not include an extended service plan with it. The price for that plan was $864.00. However, if you review the Bill of Sale for this motorcycle, you will see that the purchase price of the motorcycle was lowered by, exactly, $864, so that Caliente could show the ESP included with the bike. Caliente gave this plan, for free, to the [redacted] with the purchase of their motorcycle for $15995. The [redacted] did not pay, anything additional above the agreed purchase price for the motorcycle, for this plan's coverage. This ESP was a supplemental service plan that was put into effect on top of the remaining factory warranty that the bike already had in effect. Since the bike was already covered by the remainder of the factory warranty, issuing this new ESP was considered "custom coverage" and goes into effect the date that the original factory warranty was activated. The effective date of the ESP that was given to the [redacted] did not go into effect the day that they purchased their motorcycle. It went into effect on the same day that the factory warranty was activated, over a year earlier. So an ESP, sold under "Custom Coverage", provides additional benefits to the owner, above and beyond the factory warranty benefits. As such the 3 year plan, given to the [redacted], had less than 2 years remaining on it. This was fully explained to them when they purchased the bike from Caliente. Had they chosen to ask our Sales Manager, Finance Manager or even Sales Staff about this, it would have been explained, as such, to them. Caliente, generously, gave the [redacted] a 3 year ESP that had 19 months remaining on it as a measure of goodwill to earn their business. It is unfortunate when such generosity results in customers trying to take advantage of a dealerships good intents.
Complaint: [redacted]
I am rejecting this response because:The response is exactly what I stated. I would not have purchased the engine had I known that it was not even warrantied for that day. It went back in the shop 1 day after it was rebuilt with less than 100 miles on it. Once the work was performed, I put another 300 miles on it and had the same problem with the other head. They then fixed that and the 2nd day I had my bike back it quit running. The staff there sold me on the engine. I was actually going to buy a brand new bike from them and they talked me out of it. Now here we are. No matter what the dealership says they did not perform the work correctly and that is all we are discussing. If it was tested why did it fail twice? Why am I under fire for you not doing the work correctly and damaging my motorcycle. Your response is unacceptable. Own up to your mistakes and negligence.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We purchased coverage and it cancelled prior to us requesting a refund due to inaccurate or fradulent paperwork.Please see the attached Promissory Note that shows the description of the purchase as being a used motorcycle (which it was). It also indicates the sales price of the motorcycle as $15,490.90 less a down payment of $1600.00. This was the agreed purchase amount and had nothing to do with the addition of any optional coverage that we elected to purchase. Further down in the document you will see the section titled Itemization of Amount Financed. It is here: 3. Amount Paid to Others on your behalf that you will see (C.) $1553.00 (This is $864.00 for the ESP plus $689.00 for the Tire and Wheel protection). (E.) States “Allstate” but is actually the GAP insurance premium of $599.00. We were not “given” these additional optional service plans. Please also see the attached Extended Service Plan Contract under the section titled, ”Your Coverage Term”. It is here that the error occurred that indicates “New Motorcycle” and where the idea that the coverage term is to be measured from the In-Service Date (which was 17 months before we even purchased the motorcycle). This was a used motorcycle and the coverage term should have been measured from the ESP sales date as stated on the ESP contract. We bought a motorcycle and three additional optional policies. Please note that on the tire and wheel policy and the ESP there is a different sales price. I cannot answer why this paperwork would have been completed this way. I can, however, state that the amount on the promissory note is the amount we paid. We purchased these policies and are entitled to the pro-rated refund for the un-used portion. In response to the responder, we did speak with [redacted], Business Manager, on 9/3/16 we sat down in front of him and gave him the proof of payoff and requested payment and he politely said he would cancel the coverage and submit required documentation and acted as if there was no problem and we should be expecting the checks in 30-45 days. [redacted] had three phone conversations with Mr. [redacted] on 9/25/16, 10/12/16 and 10/13/16. It was not until 10/13/16 that he stated no refund on the ESP would be given and stated that that’s just how it works. She also spoke with [redacted] from your accounting department on 10/13/16 who stated this must have been an error and that she would check into it and then called back to say there would only be two checks because the ESP policy had cancelled due to time. This was an error, or an intentional fraudulent act. Either way, we are entitled to a refund.
Regards,
[redacted]
Thank you for the opportunity to respond to the complaint posted by the [redacted] about their extended service plan (ESP) concern. There seems to be a bit of confusion on the part of the consumer that I believe I can clear up with this response.First of all, the [redacted] purchased a 2013...
Harley-Davidson for $15995.00. This bike did not include an extended service plan with it. The price for that plan was $864.00. However, if you review the Bill of Sale for this motorcycle, you will see that the purchase price of the motorcycle was lowered by, exactly, $864, so that Caliente could show the ESP included with the bike. Caliente gave this plan, for free, to the [redacted] with the purchase of their motorcycle for $15995. The [redacted] did not pay, anything additional above the agreed purchase price for the motorcycle, for this plan's coverage. This ESP was a supplemental service plan that was put into effect on top of the remaining factory warranty that the bike already had in effect. Since the bike was already covered by the remainder of the factory warranty, issuing this new ESP was considered "custom coverage" and goes into effect the date that the original factory warranty was activated. The effective date of the ESP that was given to the [redacted] did not go into effect the day that they purchased their motorcycle. It went into effect on the same day that the factory warranty was activated, over a year earlier. So an ESP, sold under "Custom Coverage", provides additional benefits to the owner, above and beyond the factory warranty benefits. As such the 3 year plan, given to the [redacted], had less than 2 years remaining on it. This was fully explained to them when they purchased the bike from Caliente. Had they chosen to ask our Sales Manager, Finance Manager or even Sales Staff about this, it would have been explained, as such, to them. Caliente, generously, gave the [redacted] a 3 year ESP that had 19 months remaining on it as a measure of goodwill to earn their business. It is unfortunate when such generosity results in customers trying to take advantage of a dealerships good intents.
Complaint: [redacted]
I am rejecting this response because:The response is exactly what I stated. I would not have purchased the engine had I known that it was not even warrantied for that day. It went back in the shop 1 day after it was rebuilt with less than 100 miles on it. Once the work was performed, I put another 300 miles on it and had the same problem with the other head. They then fixed that and the 2nd day I had my bike back it quit running. The staff there sold me on the engine. I was actually going to buy a brand new bike from them and they talked me out of it. Now here we are. No matter what the dealership says they did not perform the work correctly and that is all we are discussing. If it was tested why did it fail twice? Why am I under fire for you not doing the work correctly and damaging my motorcycle. Your response is unacceptable. Own up to your mistakes and negligence.
Regards,
[redacted]