Surdyke Harley Davidson

Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: *** GM
Contact Phone: ***
Contact Email: ***@***-hd.com
Mr***,
I do apologize for the misunderstanding the your local dealer has implied upon youAs a Harley-Davidson Dealer we honor other
dealers warranty and maintenance programsMost of the time the customer never knows that we are billing another dealer, customer comes in with Doc's Harley-Davidson Pre Paid maintenance and we service the customers bike and call Doc's later for paymentOur maintenance program is good all over the country, no different that a Harley-Davidson warrantyA dealer does warranty work then sends the bill to Harley-DavidsonIf you get your service done at another dealer we will pay for it when they bill usWe do have free bike pick up and deliveryIf you need your bike serviced we will get your bike and service it then drop it back off to you at no chargeIf you ride your bike here we will give you a loaner to ride until your bike is finished at no cost to youUnfortunately the VIP maintenance is not cancelable and it says so on the bottom of the contract in bold lettersIts my belief that the only way I can prove to you how great we are is by honoring the VIP and earning your future business
Thank you for your attention to this matter,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** *** I was NOT given the full details of your maintenance program before I signed your NON-Refunable dealAs I stated before I did ask if the plan will be accepted at all Harley Davidson dealerships and was told YESHe NEVER told me I had to call and get a credit card number to pay for the serviceYou and your whole staff knew I was not coming back to your dealership for service because I TOLD themI live too far and I made that clear to everyone including you as we made the deal for the trikeI will admit I was a fool for believing you and your finance manager, but I did not realize a Harley Dealership would treat any customer this wayThis is my 3rd NEW Harley bike I have bought in the last years, thanks to you I will never buy another oneI will make sure Harley Davidson Corporate Office knows how you do businessYes you have my signature but you got it using informationIt really surprises me you don't understand thatI do not want you to pick up my trike, nor will I be riding back there for service since I WAS NOT given a choice in the matterI remind you, your dealership is closed on Mondays and since the local Harley shop here Will Not accept your maintenance plan how am I supposed to get my trike serviced on mondays or any other dayPlease explain the process to me leaving out the part about picking up my trike, and the part about me coming there because thats not going to happenHow do I get my trike service?
Final Business Response /* (1000, 17, 2015/12/02) */
Has the customer indicated that he is willing to compromise? The only correspondence I have seen is that he requested cancelling a non-cancellable contract(which is against regulations)
we have provided proof that our service plan is good anywhere and we have the ability to pick up and deliver the customers motorcycle at no expense to himIn our view if the customer wanted years worth of maintenance coverage then it is provided as we have guaranteed it to be
Thank you for your attention to this matter,
***

We are going to refund all the labor charges to the customerThe service department is working on it at this time*** ***

Please see attached

Initial Business Response /* (1000, 5, 2015/06/16) */
When Mr. [redacted] brought his motorcycle to Surdyke Harley-Davidson on 3/21/2015 for his rear tire replacement the motorcycle had 7,150 miles on it. On 5/22/2015 when the bike was towed into [redacted] Harley-Davidson the motorcycle had...

9,697 miles on it. A warranty claim was submitted by [redacted] Brothers Harley-Davidson on 5/22/2015 to the manufacturer. Harley-Davidson motorcycle company acknowledged that there was a failure and approved the claim for repair. Harley Davidson warranty stated there was a failed part internal to the wheel that had nothing to do with the installation of the rear tire installed by Surdyke Harley Davidson over 2000 miles prior to the incident stated in this complaint. Any issue with this has been handled by the manufacturer under warranty.