ComplaintsforIndian Motorcycle of Albuquerque

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into an agreement with the Indian Motorcycle company of Albuquerque along with the ********** ******* ******* in Virginia to build me a ********* "Dark Horse" trike. This complaint pertains to both companies. The Dark Horse Model is very distinct in that all the Chrome pieces are blacked out that's why it's the "Dark Horse". On December 1st I received an email with pictures of the finished trike product from Indian Motorcycle company of Albuquerque. It was at this time that I discovered that the trike was not completed as specified and they did not match the Dark Horse Model it is full of Chrome. On numerous occasions in writing via email I communicated with both companies about what the Dark Horse Model is and that the trike kit needs to match the motorcycle model. That was a complete and utter failure. The analogy I used was that I hire somebody to make me a really nice formal black tuxedo and instead of furnishing me black patent leather dress shoes they send me a pair of silver sneakers to wear. I agreed to pay $780 a month for 7 years for this project to be done right and in my opinion that's even too much to ask.

  Business response

  12/21/2023

  After being brought up to date on all this information, I reached out to ********** *******, the makers of the trike kit. They do not carry blacked out parts for their trikes. As this is the first ever trike kit we have ordered for a customer we were not aware of this either. Unfortunately there is nothing that can be done as there is no chrome pieces that match the black pieces and they have informed me that they have no intention to ever carry those parts in black. They are going to start carrying black trim pieces for the fenders, however they do not currently carry them. We were told they could send us the pieces when they arrive for the fender trim, however they do not recommend that since apparently it can be difficult to both remove the existing trim and replace it with the new pieces without breaking a part that would result in thousands of dollars in freight and labor to send the trike back to the company since we would have to remove the trike (over 20+ hours of labor) and ship the kit back which would cost approx $2400 both ways.

  I understand the frustration, but this is not something we can control as we do not own the trike company. Had they listed this information on the website then we would have known this issue and could have discussed this with Mr. ******** prior to him purchasing this model. I am willing to see if there is an alternative solution to this problem, but this will not be something that can be fixed quickly as i will have to source out a company that can possibly apply a black gloss coat to the chrome that he has on the trike to match his black on the bike, although this will not replace the fender trim, but i do not know if there is a company out there or close by that can do this. If i cannot find such a fix, then there is nothing more that can be done for this matter. 

  When i have more information i will contact the customer directly. 

  Customer response

  12/22/2023

  I'm writing to inform you that the Albuquerque Indian Motorcycle Company is working hard to resolve this issue.
  
  I could not have asked for a better response and I only wish I would have gotten ****** (their general manager) in the loop a lot sooner.  Unfortunately my main complaint was with the ********** ******* ******* and all the communications via email I sent them trying to explain what the Dark Horse Model was and how the trike kit that they were building did not match they just ignored me ignored me ... of course Albuquerque Indian Motorcycle also knew what was going on but again I wish I would have got ****** involved a lot sooner... really all the folks that work there I've had positive interactions with... they're polite knowledgeable and helpful...
  
  We have communicated specifically on the parts on the back of the trike that need to be blacked out to blend it and will be very grateful for that... again only other Dark Horse enthusiasts or military people used to inspect in uniforms LOL would notice that the front doesn't match the back... analogy I used is having somebody make you a nice formal black tuxedo and when you come to pick it up instead of a pair of black patent leather shoes you got a pair of silver Snickers to wear LOL... I'm just so glad Indian motorcycle of Albuquerque found a creative way to help solve the problem...
  
  Again can't say enough good things about this company... as far as I'm concerned case closed..
  
  ****** ******* ********...

  Customer response

  12/26/2023

  I agree it was an Indian (25%) and ********** ******* ******* (75%) split...For the following reasons:
  
  1.  I was told by the Albuquerque Indian Motorcycle Company representative that my Trike component arrived damage and they had to send it back. Weeks later I ultimately found out who the general manager was at the ********** ******* ******* in his contact email and asked him about the damage and he forwarded me the pictures that Albuquerque Indian Motorcycle company had already sent him but did not include me in that email... that's how I immediately realize there was a discrepancy and they were not making a "Dark Horse Model" Trike Kit..
  
  2.  I immediately notified both the general manager of the ********** ******* ******* and the Albuquerque Indian MC representative that I noticed in the damage pictures that there was all this Chrome on the trike.... this was 6 to 8 weeks before the trike ultimately arrived recently  but still all Chromed out...
  
  3.  During the 6 to 8 week period I am repeatedly and repeatedly and repeatedly via emails....trying to explain to both parties what the "Dark Horse" Model concept is ( shiny Chrome accents to include the exhaust pipes and molding are all blacked out... hence the name Dark Horse...
  
  4.  Not sure why I was put in a position to have to explain to everybody what the Dark Horse Model was and that the Trike they were building did not match the motorcycle model... again it was like beating my head against the wall ...it arrived the way they were going to do it anyway regardless of what I was trying to explain to them...
  
  Since I was speaking to the general manager of the ********** ******* ******* I thought the Indian representative was letting her General Manager (******) know what was going and my concerns .... however it seems these communications and concerns we're not forwarded to management.  Hindsight being 20/20 I wish I would have gotten ****** the General Manager of Indian Motorcycle of Albuquerque involved a lot sooner and not assume her staff was keeping her involved...
  
  I just exchanged an email with ****** explaining what would be an acceptable compromise with respect to blacking out some of the Chrome to blend it in with the front of the bike namely the luggage rack the license plate holder and the rear tail lights the remaining limited Chrome (side fender moldings and bottom light bar) is acceptable... and compliments some of the glints and hints of the engine block silver still visible at the front of the bike...and would blend in very well..
  
  Again I can't say enough good things about ****** and the crew in general at Albuquerque Indian Motorcycle... I've had nothing but positive experiences with them and they did an excellent job putting that Trike together... I so love driving that thing around... I hate that Indian Motorcycle of Albuquerque is put in the position of having to correct an error of what I believe is mostly the ********** ******* Companies fault...( have an email I believe of the general manager telling me that he needed to get permission for those modifications and he didn't see a problem with it I think he was just blowing smoke and they were going to do what they were going to do anyway)..to that end I am filling out their customer service card that came with the trike and getting ready to mail it to them...
  
  If I knew the name and address of the Better Business Bureau in Arrington Virginia I would send this email to them as well... please feel free to forward... only saving grace is ****** and the good people at Albuquerque Indian Motorcycle who are having to have to deal with this mess ... thank God for them...
  
  ****** ********
  Sergeant First Class, United States Army (Retired)

  Post Script... you  mentioned something about me making an informed decision which is not the case...
  
  in your email response you it indicated that Indian Motorcycle of Albuquerque stated there is information on the "website" that said they could not match the Dark Horse Model.... I have never seen any of this information nor was I ever made aware  that they could not match the dark horse model... otherwise I would have selected a different model of motorcycle with silver chrome to match... they also know I am a disabled combat veteran and I had indicated I get lost looking at websites and navigating them.. to that end both ****** and the Indian Parts Representative went  through their website helping me select the trike kit options...
  
  There was plenty of time during that process where they could have pointed out that they cannot match the Dark Horse Model... that conversation never occurred... likewise giving the many many times I communicated with both the Indian Motorcycle in Albuquerque and the ********** ******* company  over the six to eight weeks...there was ample opportunity to engage me in this conversation... however all parties remained silent and basically ignored me... it was not till very recently that ****** wrote me an email indicating that the ********** ******* ******* did not carry those matching parts but would try to in the future...
  
  The excuse that you recited from the Albuquerque Indian Motorcycle Company that they are not at fault because information was on their "website" is kind of offensive... the reason  Indian Motorcycle of  Albuquerque shares responsibility (@25%)  for this debacle is because of their collective poor communications with me... and the fact that the Indian Parts Representative just like the ********** ******* ******* General Manager basically ignored everything I was trying to tell them repeatedly...
  
  Again I could not make an informed decision because I was not provided with the necessary information ...otherwise I would have chose a completely different model of motorcycle even though I absolutely love the Dark Horse...
  
  Please forward this complaint to whoever handles this stuff in Virginia.
  
  ****** ********

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