Three Rivers Harley Davidson

*** *** *** *** *** *** ** *** *** *** ***Mr*** *** visited Three Rivers Harley-Davidson in early September searching for a left over Harley-Davidson Street Glide SpecialAt that time we were already sold out of Street Glide Specials for the model
yearSo we offered Mr*** a great deal on the new Street Glide Special we had in stock at the same price as a left over modelMr*** came back to our dealership several days later and we had sold the bike he had looked atWe wanted him to be happy with the bike and have the color that he iikedSo we offered to get him a bike from another dealer and not charge him for the extra cost to do thisHe said that he had been to other dealers and no one else would offer him a model year bike for the price that we presented to him.Mr, *** stated that he was looking to trade in a Harley and a SubaruBeing one of the only motorcycle dealers in the area that accepts automobiles on trade, we said that we were more than happy to accept both of his vehicles on trade.An appointment was set for Mr*** to bring both vehicles to the dealershipMr*** arrived and trade in values were set on both vehiclesAfter discussing the values of both trades with Mr***, he was happy with the trade values and an agreement was made.Mr*** wanted to finance the new motorcycle with Harley Davidson Financial ServicesOnce we received the approval from Harley Davidson Financial Services we discussed payments with Mr*** and he was happy and approved the payments and interest rate.We found the Street Glide Special in the color that Mr*** liked at another dealer, agreed on an exchange with them and sent our driver with an enclosed trailer to pick it upMr*** arrived the next day for pickup of his new Harley and was given a tour of the dealership before he left.A few days later one of our sales team members discovered that the required Federal Emissions Equipment catalytic converters had been removed by Mr*** from his SubaruUnder Pennsylvania State law this car would not be able to be inspected without the catalytic converters on the vehicleWe called Mr*** on Monday October 2nd to verify if he had removed the convertersHe stated that he had removed them and that he still had them in his possessionHe stated that in exchange for the catalytic converters, he wanted all of the accessories that he put on the carThis list included a fuel management tunerThe fuel management tuner was to be loaned from Mr*** to us to remap the fuel management system once the original catalytic converters were reinstalledWe agreed on the exchangeMr*** dropped off the converters on Tuesday October 3rdMr*** called on Wed October 4th to see if we performed the work on the car and if he could pick up the fuel management tunerOur sales associate who answered the call was not aware of the agreement that our management team had made with Mr***, and questioned him about us returning the tuner to himMr*** was then irritated by the way the phone call was handled and then pursued to write a negative feedback post on Three Rivers Harley Davidson's Facebook account.After discovering the negative feedback we invited Mr*** back into the dealership to sit down with us and address his concerns, apologize for the way the phone call was handled, and to find a way to make him happy againWe offered Mr*** a $Harley-Davidson gift card to show him that Three Rivers Harley-Davidson really cares about each and every customer buying experienceMr*** accepted the gift cardHe stated that he was happy and appreciated how we invited him back, took the time to speak with him one on one, make him happy again, and for our genuine concernMr*** also offered to update his Facebook post since we had addressed his concerns and cared about his buying experienceWe said that it was very kind of him, and that we would never ask a customer to do this unless they were happy and wanted to do so on their own accord.We are very disappointed that Mr*** is still unhappy despite making every effort to resolve his issuesOur customer's satisfaction is extremely important to usIf we sell a Harley-Davidson to a customer and they are unhappy, we have gained nothingWe always make every attempt to work with our customer and resolve any and all issues.We want Mr*** to be happyBut he has not stated that there is anything else that we could do to make him happyIf there were, or if there is, we are willing to do itThree Rivers Harley-Davidson wishes Mr*** all the best, and many safe and happy miles on his beautiful new Harley-Davidson Street Glide Special.Sincerely,Three Rivers Harley-Davidson

Review: Had my motorcycle in for service and repairs, from the very beginning the mechanic and service department took 4 weeks to make the repairs, my sissy bar was broke which they replaced but my gas tank was dented which they said would take another few weeks to repair I told the service department to give me the money and I would have the tank repaired by a auto body shop (they refused) then I said I would have the tank repaired during the winter months (they refused also) I had chrome forks put on the motorcycle the cost was over $300 the mechanic strapped the motorcycle down by the chrome forks or used a strap wrench to put the fork tubes on the motorcycle and the chrome fork tubes are all scratched and I also had new chrome triple trees put on the motorcycle which cost $514 and they were scratched and the service department refused to replace any of the items mentionedDesired Settlement: I want this motorcycle repaired with no scratches and defects to the satisfaction of which I paid for or everything replaced