ComplaintsforTampa Bay Harley-Davidson

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bike from this dealership. It Was supposed to be serviced (5k), cleaned and checked for any issues. As well as having a trickle charger put on. They told me it would be ready by end of day. It took a week and a half. Then when I received it, it was not clean, had no trickle charger attached, but had paperwork stating the work had been done. After sitting in the garage for two days I started it, and noticed the brake lights were stuck ON. Took it back, and they said it was something they shouldve caught originally. Waited for almost 3 weeks before reaching out and being told, it was fixed, but theyre not sure why no one called me. After riding it for one week, the transmission screws up and it is back in the shop. It took them a month to fix the problem and I was still charged, when that problem shouldve been spotted. 6 months with the bike and a total of maybe 100 miles driven and its messed up 3 times, its spent 2 months in the shop. And its cost me over $700.

  Business response

  01/18/2023

  Per my research here is the information I was able to discover. 

  The guest purchased the motorcycle on 6/16/22 as a pre-owned motorcycle with ****** miles on the odometer. This guest did select to purchase an **************** Contract at the time of purchase. The bike had not been serviced at the time of purchase so the agreement to the guest was that the motorcycle would be serviced per the manufacturer's suggested service schedule. The service department opened a work order on 6/16/22 to complete the recommended service and Used Bike Inspection. The work order was closed on 6/22/22 and made the motorcycle ready for the guest to take delivery, with no cost to the guest. The bike returned to have the battery charging harness installed on 6/30/22 with ****** miles on the odometer, with no charge to the guest. The next visit was on 8/15/22 with ****** miles on the odometer, for the brake light staying on. The technician inspected the bike and determined it was caused by wires being rubbed cause the light to short and stay on continuously, again with no cost to the guest. The next visit was on 9/22/22 with ****** miles on the odometer for a missing switch for auxiliary lights on the bike. The Technician completed the repair requested by the guest and the guest authorized to pay $80.11 for said repairs. The next visit was on 11/17/22 with ****** miles on the odometer and the guest asked for the service department to install some accessories that the guest had brought in with them. The guest authorized to pay the price of $222.53 for said request. The last visit was to our sister store of ************************ on 12/1/22 with ****** miles on the odometer. The guest stated that he thought he was hearing a noise coming from the rear of the bike when using his clutch. The technician did find a few repairs that were covered by the Guest's **************** Contract, but they also determined that some additional repairs were needed to the rear sprocket. Those repairs were deemed to not be a covered item so the guest was responsible to pay $403.49 for said repairs. All repairs were approved by the guest prior to ************** completing the repairs. 

  So based on the data provided the guests statement of only riding approximately 100 miles in a 6 month period and costing him over $700 to both be false. The organization has done our very best to assist this guest in making sure that his bike is safe for travel and serviced per the manufacturer's suggested service schedule. His transmission was never an issue at any time.

  Customer response

  01/28/2023

   
  Complaint: 18715397
  
  I am rejecting this response because: 
  

  This is the receipt from the day of purchase. If you can look at #7, it states that the charging harness was installed per customer request. It says COMPLETED. Only for me to have to come back later on (as they have already admitted) to get the same service done again. So yea it should be free of charge. Then its been problem after problem because they DID NOT SERVICE THE ***** It was brought in the day before and should have been looked at THOROUGHLY before being able to leave the shop. They have documented proof that they didnt even perform the most simple task asked of them pertaining to my NEW bike.

  They sold it to me, wiped it down, and said here you go. A WEEK after the agreed to date.

  I have more documentation and can keep this going.

  
  Sincerely,
  
  *****************************

  Business response

  02/03/2023

  I spoke with ****************** on Thursday regarding his BBB complaint. He gave some clarification regarding his issues he referenced in his claim and we were able to talk through his frustration. I invited to the store to meet in person to attempt to achieve a resolution and he stated he had plans to visit the store on Friday.

  I just had the opportunity to meet with the guest at the store regarding the BBB claim and had a great conversation. He reiterated that he was very happy that I reached out to speak with him and that we are his home dealer and plans to keep shopping with us. I chose to give him a $50 giftcard for all of his frustration and he was very thankful and agreed that it was in the past and we are moving forward..

   

  ***********************, General Manager

  Customer response

  03/29/2023

   
  Complaint: 18715397
  
  I am rejecting this response because:

  On December 1st (2022) I turned my bike over to ***** HD to have my bike fixed after a problem with it . Not only did the dealership take an ENTIRE month to service my bike (due to inability to line up scheduling for the *************** to come look at the bike) but, after just 2 months the same problem is back. While riding on the highway headed to Daytona bike week. The Bolts on the rear sprocket (that they had just "fixed") backed out again and two of them broke off in the wheel. Causing me to veer off the road to the side of the road. After 1 month of service & Almost $2000 in service. I have to get a NEW WHEEL and have the bike serviced again in the same way, by the same folks who didn't get it right the first time. This is my LIFE their playing with. I had to wait on the side of the road 4 hours before getting help. Now here we are week 3, of the bike being serviced again. Can't reach anyone, been calling the dealership for an hour today.

  
  Sincerely,
  
  *****************************

  Business response

  03/29/2023

  I spoke with the ****************** regarding his issues with Tampa HD. I told him I would call the store and get some communication regarding his bike and call him back with some answers. He is frustrated due to the amount of time and lack of communication from their service team. Our position remains the same.

  *****

  Customer response

  04/04/2023

   
  Complaint: 18715397
  
  I am rejecting this response because: My bike was returned to me with cosmetic damage (scratched bag lid) and AGAIN I CAN NOT GET ANYONE ON THE ******* I deserve to be compensated for the LARGE amount of money put towards this error on Harley ******* Now i have to spend more money on getting my damaged bag re-painted.
  
  Sincerely,
  
  *****************************

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