RE:
[redacted]
Complaint #: [redacted]
Dear Sir and Madam,
The consumer's wife, [redacted], alleges in her complaint that they purchased and had our dealership install an exhaust in the summer of 2012.
South East Harley-Davidson installed headpipes, SUPERTRAPP ZZ 1802-0096...
168-71574 2-Into-2 True Dual Headpipes For Harley-Davidson, for the consumer 09-17-2010 on a 2006 Harley Davidson FLHTC-I VIN# [redacted]. At that time the vehicle had 7,090 registered on the odometer. The service was done completely and correctly using all manufacturer specified parts. The Supertrapp Headpipes that we installed in September 2010 came complete with a manufacturer's one year warranty against material defects. The manufacturer's warranty expired 09-17-2011.
The most recent service performed on the above listed vehicle at this dealership was on 07-09-2011 for an oil change and replacement of the front master cylinder cover, at that time the vehicle had accumulated 8,542 miles on the odometer and no other issues were noted at that time.
The 2006 Harley Davidson FLHTC-I VIN# [redacted] is registered with an in service date of 06-08-2006 as purchased new from[redacted] in [redacted], Ohio by [redacted]. This vehicle's Harley-Davidson factory warranty expired 06-08-2008.
The maintenance schedule, as outlined in the Harley-Davidson Owner's Manual, for the above listed vehicle specifies service first at 1,000 miles, second at 5,000 miles and then every 5,000 miles thereafter. These service intervals include fluid changes, and vehicle inspections. If the maintenance schedule was followed as outlined in the owner's manual the vehicle inspection portion of the service would have included, as part of the procedure, an inspection of the exhaust. Two such inspections should have occurred, based on the listed mileage in the consumer's wife's complaint, since the installation of the headpipes on 09-17-2010 at this dealership. No such scheduled maintenance service was performed at this dealership.
Additionally, if the consumer had a new exhaust installed on 07-01-2012, as specified in the complaint, then that service was not performed at this dealership.
Thank you for your consideration in this matter.
Respectfully,
[redacted]
Service Manager - South East Harley-Davidson
Please see below re: the complaint against our company We took in a 2002 Titan Coyote from Mr. [redacted] in September 2014. We picked the bike up from another repair facility as they had broken the main shaft nut in the transmission and could not repair it. We advised Mr....
[redacted] the bike would not be ready until spring. He was happy with that as he could not afford the repairs at that time and wanted to make deposits until spring. Although Titan has been out of business quite some time we had a technician who was familiar with the motor and transmission. Shortly after the bike arrived, our technician put in a leave of absence as he had important family issues to tend to. At that time we hired a new technician who is not so familiar with this brand of motorcycle. Fortunately we have a technician at our Harley-Davidson dealership who is. The parts were ordered at that time. Then the customer advised us there were also electrical issues in addition to the transmission. We told him we would look into it. Apparently many hands were into the electrical system. The wiring harness had been “customized” by someone attempting to hook up lighting. Mr. [redacted] was advised by our tech as to how he intended to repair it and he OK’d it. He was also advised as to the obsolescence of parts as Titan was long out of business. We did all repairs over the winter and the customer picked up the Titan in spring 2015 after paying his bill and signing off on the work. He rode the bike away at that time. About a month later he came back with the bike stating another electrical issue. We could not schedule the work immediately as this type of repair can be very time consuming. He was concerned he was missing riding season. He inquired about trading the bike but did not like the numbers. It is at that time we decided to help the customer in good faith. Even though we had fixed the transmission and electrical as requested and he had ridden it away we decided to refund his money in excess of $ 600.00 parts and labor. The customer agreed with the solution and picked up the bike. We felt we went over and above for Mr. [redacted]. Not only did we fix the transmission and electrical but we also refunded his money. Please contact me if you have any other questions…. I trust this complaint will not be held against our company. [redacted]ControllerSouth East Harley DavidsonSouth East Golf Car Company
RE:
[redacted]
Complaint #: [redacted]
Dear Sir and Madam,
The consumer's wife, [redacted], alleges in her complaint that they purchased and had our dealership install an exhaust in the summer of 2012.
South East Harley-Davidson installed headpipes, SUPERTRAPP ZZ 1802-0096...
168-71574 2-Into-2 True Dual Headpipes For Harley-Davidson, for the consumer 09-17-2010 on a 2006 Harley Davidson FLHTC-I VIN# [redacted]. At that time the vehicle had 7,090 registered on the odometer. The service was done completely and correctly using all manufacturer specified parts. The Supertrapp Headpipes that we installed in September 2010 came complete with a manufacturer's one year warranty against material defects. The manufacturer's warranty expired 09-17-2011.
The most recent service performed on the above listed vehicle at this dealership was on 07-09-2011 for an oil change and replacement of the front master cylinder cover, at that time the vehicle had accumulated 8,542 miles on the odometer and no other issues were noted at that time.
The 2006 Harley Davidson FLHTC-I VIN# [redacted] is registered with an in service date of 06-08-2006 as purchased new from[redacted] in [redacted], Ohio by [redacted]. This vehicle's Harley-Davidson factory warranty expired 06-08-2008.
The maintenance schedule, as outlined in the Harley-Davidson Owner's Manual, for the above listed vehicle specifies service first at 1,000 miles, second at 5,000 miles and then every 5,000 miles thereafter. These service intervals include fluid changes, and vehicle inspections. If the maintenance schedule was followed as outlined in the owner's manual the vehicle inspection portion of the service would have included, as part of the procedure, an inspection of the exhaust. Two such inspections should have occurred, based on the listed mileage in the consumer's wife's complaint, since the installation of the headpipes on 09-17-2010 at this dealership. No such scheduled maintenance service was performed at this dealership.
Additionally, if the consumer had a new exhaust installed on 07-01-2012, as specified in the complaint, then that service was not performed at this dealership.
Thank you for your consideration in this matter.
Respectfully,
[redacted]
Service Manager - South East Harley-Davidson
Please see below re: the complaint against our company We took in a 2002 Titan Coyote from Mr. [redacted] in September 2014. We picked the bike up from another repair facility as they had broken the main shaft nut in the transmission and could not repair it. We advised Mr....
[redacted] the bike would not be ready until spring. He was happy with that as he could not afford the repairs at that time and wanted to make deposits until spring. Although Titan has been out of business quite some time we had a technician who was familiar with the motor and transmission. Shortly after the bike arrived, our technician put in a leave of absence as he had important family issues to tend to. At that time we hired a new technician who is not so familiar with this brand of motorcycle. Fortunately we have a technician at our Harley-Davidson dealership who is. The parts were ordered at that time. Then the customer advised us there were also electrical issues in addition to the transmission. We told him we would look into it. Apparently many hands were into the electrical system. The wiring harness had been “customized” by someone attempting to hook up lighting. Mr. [redacted] was advised by our tech as to how he intended to repair it and he OK’d it. He was also advised as to the obsolescence of parts as Titan was long out of business. We did all repairs over the winter and the customer picked up the Titan in spring 2015 after paying his bill and signing off on the work. He rode the bike away at that time. About a month later he came back with the bike stating another electrical issue. We could not schedule the work immediately as this type of repair can be very time consuming. He was concerned he was missing riding season. He inquired about trading the bike but did not like the numbers. It is at that time we decided to help the customer in good faith. Even though we had fixed the transmission and electrical as requested and he had ridden it away we decided to refund his money in excess of $ 600.00 parts and labor. The customer agreed with the solution and picked up the bike. We felt we went over and above for Mr. [redacted]. Not only did we fix the transmission and electrical but we also refunded his money. Please contact me if you have any other questions…. I trust this complaint will not be held against our company. [redacted]ControllerSouth East Harley DavidsonSouth East Golf Car Company