Initial Business Response /* (1000, 5, 2015/03/12) */
I am not going to go in depth about the problems we have had with this customer's husband, we should have kicked him out the last time he went off his rocker and threatened to beat up our previous service writer, and then called in pretending to...
be a police officer, and hung up when my employee called him out on it. I also will forget to mention that his emotional abuse of his wife, resulted in her calling said service writer to apologize for his behavior, and then breaking down and explaining that she was leaving him because he is unstable.
There a few facts that are correct in this case, I was relatively unprofessional, and they have motorcycles.
I have a written note by the employee that was followed by Ruben after he thought that our employee laughed at him for being so irate in the store. Our employee says that he followed him down the street, and followed him in and out of 2 parking lots, before our employee lost him. I called [redacted] simply to explain that he was not welcome in our store, and which case he said something about knowing the new Chief of Police in Visalia and he was talking to him now. I told him that we are in the County, not City, so he should call the Sheriff.
On every work order, including the ones they signed for the work performed, in the largest, boldest font on the page, is the statement "ALL PARTS DISCARDED AFTER 7 DAYS". We do not have the space to store people's take off parts for any longer then that, at which point they are thrown out. Parts removed from Harley-Davidson motorcycles are falsely believed to be worth their weight in gold, and in reality, they just aren't. We did not steal [redacted] parts, they were discarded during our weekly trash dump.
There are several other aspects of [redacted]'s complaint that are not relevant to the throwing away of parts, including the additional $700 in additional costs, which she was informed of in accordance with BAR regulations.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, [redacted] has proven his unprofessionalism. As he begins to state "he will not" go in depth/mention problems with my husband, he proceeds to spew lies and hearsay.
First of all, I did come in one day in 2013 upset because I had tried to back my husbands brand new motorcycle out of our garage (at the time I had no experience riding and was asked not to move the motorcycle). I dropped the motorcycle causing substantial damage to the tank. He and I both were very upset about what I had done to the bike and the damage was expensive as we needed to order a painted tank from the factory and would not be repaired for weeks or more.
Did your service writer also tell you that the day I came in sad, that he propositioned me??? That he said if I was his he would never let something like that come between us and would do anything to keep me??? Probably not!! Because that was unprofessional, I am married, and he did mention he was in a relationship.
And as for your written note from your paranoid employee...I was in your shop with my husband at 5:02pm, when I received a call from Midas letting me know my vehicle was ready and they close at 6:00. We still were going over the new parts and checklist of parts for my husband's bike and afterwards walked out to the car to load the boxes. When we did so, one of the customers in the store had a dog, Harley, that followed us out to our car without the owners knowledge. I walked the dog back into the store and we joked a bit. I walked out and we left. I'm sure you have surveillance cameras, look at them and you'll see we left around 5:15pm. We drove down Betty Drive heading East (as we ALWAYS do), continued to Riggin all the way to Ben Maddox so that we could pick up our car at Midas. I had already went inside and had picked up the key from the mechanic, when I walked out at 5:32pm to hear my husband defending himself to you on the phone. After hanging up with you, he told me you were accusing us of following your employee. I immediately called you at 5:34pm, and tried to tell you to contact Midas to verify that we were in the parking lot picking up our vehicle but you just screamed like a lunatic and hung up on me. It was very important to me that you knew this accusation was nonsense and could be verified immediately with one phone call. I again was hung up on without getting 2 words out. And I can get a written statement from Midas that we were in their shop, heck, I bet they have surveillance as well!!! It CAN be proven that your employee is either a liar or paranoid because we could never have made it across town, chased someone through 2 parking lots AND picked up a vehicle from the shop in 17 minutes...unless we were driving a UFO, did he mention that?
Sounds to me like the owner of Visalia Harley needs to be screening employees a little better. When we first got our bikes, we were told NOT to go to Visalia Harley because of how unprofessional some of the male employees were. But we didn't listen and learned the hard way.
Final Business Response /* (4000, 9, 2015/03/19) */
We do not have this customer's take off parts. They have been discarded. They are not welcome in Visalia Harley-Davidson again, for any reason. I have personal experience with Mr. [redacted], and as I said, he should have been banned permanently the first time we had issues with him.
I strongly recommend that this customer takes whatever advice she received before coming here in the first place, and find another Harley dealer to do business with, we will not miss them.
Initial Business Response /* (1000, 5, 2015/03/12) */
I am not going to go in depth about the problems we have had with this customer's husband, we should have kicked him out the last time he went off his rocker and threatened to beat up our previous service writer, and then called in pretending to...
be a police officer, and hung up when my employee called him out on it. I also will forget to mention that his emotional abuse of his wife, resulted in her calling said service writer to apologize for his behavior, and then breaking down and explaining that she was leaving him because he is unstable.
There a few facts that are correct in this case, I was relatively unprofessional, and they have motorcycles.
I have a written note by the employee that was followed by Ruben after he thought that our employee laughed at him for being so irate in the store. Our employee says that he followed him down the street, and followed him in and out of 2 parking lots, before our employee lost him. I called [redacted] simply to explain that he was not welcome in our store, and which case he said something about knowing the new Chief of Police in Visalia and he was talking to him now. I told him that we are in the County, not City, so he should call the Sheriff.
On every work order, including the ones they signed for the work performed, in the largest, boldest font on the page, is the statement "ALL PARTS DISCARDED AFTER 7 DAYS". We do not have the space to store people's take off parts for any longer then that, at which point they are thrown out. Parts removed from Harley-Davidson motorcycles are falsely believed to be worth their weight in gold, and in reality, they just aren't. We did not steal [redacted] parts, they were discarded during our weekly trash dump.
There are several other aspects of [redacted]'s complaint that are not relevant to the throwing away of parts, including the additional $700 in additional costs, which she was informed of in accordance with BAR regulations.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, [redacted] has proven his unprofessionalism. As he begins to state "he will not" go in depth/mention problems with my husband, he proceeds to spew lies and hearsay.
First of all, I did come in one day in 2013 upset because I had tried to back my husbands brand new motorcycle out of our garage (at the time I had no experience riding and was asked not to move the motorcycle). I dropped the motorcycle causing substantial damage to the tank. He and I both were very upset about what I had done to the bike and the damage was expensive as we needed to order a painted tank from the factory and would not be repaired for weeks or more.
Did your service writer also tell you that the day I came in sad, that he propositioned me??? That he said if I was his he would never let something like that come between us and would do anything to keep me??? Probably not!! Because that was unprofessional, I am married, and he did mention he was in a relationship.
And as for your written note from your paranoid employee...I was in your shop with my husband at 5:02pm, when I received a call from Midas letting me know my vehicle was ready and they close at 6:00. We still were going over the new parts and checklist of parts for my husband's bike and afterwards walked out to the car to load the boxes. When we did so, one of the customers in the store had a dog, Harley, that followed us out to our car without the owners knowledge. I walked the dog back into the store and we joked a bit. I walked out and we left. I'm sure you have surveillance cameras, look at them and you'll see we left around 5:15pm. We drove down Betty Drive heading East (as we ALWAYS do), continued to Riggin all the way to Ben Maddox so that we could pick up our car at Midas. I had already went inside and had picked up the key from the mechanic, when I walked out at 5:32pm to hear my husband defending himself to you on the phone. After hanging up with you, he told me you were accusing us of following your employee. I immediately called you at 5:34pm, and tried to tell you to contact Midas to verify that we were in the parking lot picking up our vehicle but you just screamed like a lunatic and hung up on me. It was very important to me that you knew this accusation was nonsense and could be verified immediately with one phone call. I again was hung up on without getting 2 words out. And I can get a written statement from Midas that we were in their shop, heck, I bet they have surveillance as well!!! It CAN be proven that your employee is either a liar or paranoid because we could never have made it across town, chased someone through 2 parking lots AND picked up a vehicle from the shop in 17 minutes...unless we were driving a UFO, did he mention that?
Sounds to me like the owner of Visalia Harley needs to be screening employees a little better. When we first got our bikes, we were told NOT to go to Visalia Harley because of how unprofessional some of the male employees were. But we didn't listen and learned the hard way.
Final Business Response /* (4000, 9, 2015/03/19) */
We do not have this customer's take off parts. They have been discarded. They are not welcome in Visalia Harley-Davidson again, for any reason. I have personal experience with Mr. [redacted], and as I said, he should have been banned permanently the first time we had issues with him.
I strongly recommend that this customer takes whatever advice she received before coming here in the first place, and find another Harley dealer to do business with, we will not miss them.