M. Lemp, Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

On paper, the backrest was supposed to fitIt mounted up correctly but due to the lower profile seat of this particular motorcycle it sat up too high for the customer's needsTechnically it probably could have been cut and welded to fit, but modifying a part like this without having a certified
welder on site would open us up to potential lawsuits, so as a business we stay away from things like thatWe were able to switch the part out with a lower profile backrest. *** ***General ManagerRoanoke Valley Harley-Davidson

From: *** *** [mailto:***@***] Sent: Tuesday, May 29, 5:PMTo: *** ***Subject: re: FW: responding to a complaint "Due to our policy not being clearly explained, we will refund the $restocking feeWe will need your credit card information again, so you can either come in or call and ask for *** or ***." *** ***General ManagerRoanoke Valley Harley-Davidson"Experience You Can Trust"

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have had it repaired at another shop since this complaint and was not charged in advance for parts! I have been riding motorcycles and driving cars for 48 years, and having them repaired at many shops, I have never been asked to pay in advance for parts. That is exactly the reason I canceled the repair. I find it very hard to believe that you could even order a drive belt for my motorcycle without even looking at it to see if the pulleys had been changed! I called several dealers and repair shops and they all state that your practice of charging for parts before repair is ridiculous and not normal! You may have taken me for $50.00 dollars this time but it will never happen again to me or anyone I know.
Regards,
[redacted]

I am sorry to hear about your experience. It appears as if this was not explained to you clearly and so I understand your frustration. The drive belt in question is indeed a wear item, however it hasn't been in use on a current production model Harley for many years and we stopped stocking it a...

while back. The initial deposit was for a special order which is standard practice here and at many other establishments. If a customer places a special order for something that we don't normally stock and then decides to cancel their order we charge a 20% restocking fee, which is also a practice found at other establishments. We have to pay 20% back to our vendor to send this item back to them, and so we pass this on to the customer.