Complaint Review: Cosmo's Indian Motorcycle

Please read this entire post if you choose to respond!

I bought my New 2017 Indian Springfield in Indian Red back on December 23, 2016 at Cosmo's Indian Motorcycle of Trevose, PA. When I purchased my bike that day it was pretty well dressed up with most but not all of Factory Accessories Installed. I wrote a check in the amount of $24,631.45 Out the door. I have since added a few more accessories I did not know were available at that time. Pretty much every routine service on the bike while in their shop I was not treated as one would expect to be as a Customer at a new dealership! Mis-quoted work completion dates, times, and lack of their ability to keep me in the loop were common place. So much so that after the second trip to the dealer I reached out to the Gen. Mgr. expressing my dis-taste w/ the treatment in a professional matter and he basically said he'd check into it and called me back; another "empty promise" as this "Professional" gentleman never returned my call! After contacting Corporate to know real avail and the Better Business Bureau in my region, as well as, The PA State Attorney Generals Office, Bureau of Consumer Protection, I got some results but also told not to come back to the dealer and was kicked out of the IMRG Delaware Valley Chapter as Secretary a position I did a lot of free behind the scenes work for based on a lie fabricated by an individual employee who got two other officers that I know of to co-oberate. Below are copied and pasted complaints to authenticate my claims from actual reports I filed!

Copied and Pasted Email I received back from Corporate Customer Service:

Douglas,

I spoke with Jimmy, he seemed very rude. I requested for the replacement of the headlight bessel and refund. He was abrupt and stated he will need to speak to his boss. I gave him the case number so he can call back to update us.

Thank You, Stefanie

Sincerely,

Stefanie S.
Polaris Industries
Customer Service 
800-POLARIS(765-2747)


************** DO NOT REPLY ****************** Reply mail to this address is not received. ******************************* 

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Complaint to BBB and State Attorney General's Office:

On or about Friday, 5/28/17 I was in the dealership on unrelated business and spoke with Jimmy P., Service Manager, regarding the installation of an Aftermarket Bluetooth Streaming Device (Sound System) on my New Indian Springfield. After showing him the kit and all related parts, and discussing with him the exact nature of the wiring fit and finish I expected I asked him if he could do the job. He told me he could then I asked him how much would the install run in Labor. He thought about it a bit and then verbally quoted me a price of $200.00. I then asked him how soon he could do it. He told me the following Tuesday. I arrived for my apt. that day and was turned away as he had taken other work and he rescheduled me for the following Thursday, 5/4/2017 and ensured me he would allow (3) hours on the morning schedule where he and he alone could do the install, I insisted on this as I wanted no one else to touch the bike for this job. I arrived on the morning of my scheduled appt. on time and found that several bikes had to be moved out of the service bay to allow mine to get in which took approx. 1/2 hr. to 40 mins until I could bring mine in. Work commenced on my project and I was called in and out from the showroom for initial questions then I settled in to a magazine in the waiting area to relax. On a third trip in to the service bays, two other "walk in" customers came in needing work done, my bike's work was set aside to accommodate this folks and I was told by Jimmy that the front brackets that came with my kit will not fit as they were too small. He offers little to no help with assisting me to find an area supplier that I could run and get 1-1/4" clamps from and I went out into the showroom and google searched on my phone 6 places until I eventually found one in Williamstown, NJ. that'd what I needed. I contracted an Uber ride home out of my on pocket to get my truck to make the trip to Williamstown to get the parts. When I was 6-7/8's (1hr) of the way there I received a call from Jimmy P. called my cellular and said he'd tried to reach me several times that the clamps had worked after all and he had to, "bend them a little". I replied, "Jimmy I really don't want bent clamps on my new bike, I'd rather just get the new one's I'm almost there". He said, "Doug they work, they look good, turn around". I complied and when I returned to the Dealer and went into the service bay I found another "new" employee working on my bike. As i approached and jimmy walked over I asked the kid right infant of him if he'd ever installed a radio system on a bike to which he replied, "No." Jimmy added that he was merely assisting hime. It appeared to me at this point work on my bike was being rushed. When it was all said and done, and I was cleaning the finger prints off the bike I noticed the Chrome Headlight Bezel was scratched and pointed it out to Jimmy. He stated that he had not inspected the bike when it came in.Some conversation ensued and I understood them to be ordering a replacement bezel. When I looked at the front speaker brackets and touched the speakers the were loose and moving on the bars and when I questioned Jimmy about this he stated, "We can always add new clamps, I just wanted to get you going with a radio". When I got the bike back to my house I noticed that the fit and finish of the wiring runs which are exposed weren't even a close facsimile to what he and I discussed originally and I was ensured would take place. Later, When I got the Invoice for my install there was an exorbitant charge on there for a Replacement Bezel and a heated exchange ensued between Jimmy and I wherein I demanded it be removed from the invoice to which he complied. Then when I returned after dropping the bike off at my house to retrieve my spare key to my truck which had inadvertently gotten the keys locked in it and got the adjusted invoice and went to pay at the Check out counter, I found and additional $88.00 was billed as Labor Charges on the Invoice over and above what I was verbally quoted originally, which infuriated me. At my wits end I paid and left the store after having spent (8) eight hours there for a (2) two - (3) three hour install and this is what I got: I had damage done to my bike that no one wants to claim responsibility for, a sub-standard installation of my system which I now have to have re-done, out-of-pocket expenses relating to the "wild-goose-chase" for parts I didn't need, and probably scratches in my handle bars due to no gasket being used to install the "altered" clamps, and Price Gouged as it relates to the initial quote for Labor directly pointing to a case of deceptive business practices that i do NOT tolerate as a consumer anywhere particularly in an Establishment where i have spent upwards of $30,000.00 to date. All of these and more leave me in a state of utter disgust and infuriation, so much so I can not even interact with these folks. The representative form corporate sent me an update email wherein she herself states," Jimmy seemed quite rude and abrupt" among other things. I feel this type of treatment of my patronage is insulting and serves no legitimate purpose! Respectfully Submitted, Douglas P. Duncan  

As a result of my forebodings and I can only assume upon the dealer being contacted by these entities on my behalf, all of a sudden the dealer contacts me via phone. (So they actually did know my phone number) Their resolution is as follows: We are going to refund the entire amount you paid for your radio install (But we're not going to work on it further to remedy the issues you have with it as it relates to fit and finish). We're going to order you a replacement Chrome Headlight Nacelle because of yours being scratched and will install if you'd like. (or will give you the part in a box). We're Ordering you a New Set of Chrome Handlebars in case yours are scratched because the tech didn't properly install your speaker clamps (but we will NOT reinstall or mount speakers to them) We The other Warranty Issue Part will Be Covered but the Second one will NOT be as per corporate (two unrelated issues I had all ready waited too long to be dealt with). And going forward we would prefer NOT to Service Your Bike in Our Shop since we cannot meet your standards of service. Which I feel are minimum based on the criteria one would normally expect from a allegedly and self-advertised "Premier Philadelphia Area Dealer", "oh and BTW The other officers in the IMRG don't like the way you talk, therefor we no longer want you to be Secretary of the IMRG". These SOB's are ALL SMILES when your forking over CASH in their establishment, and your best friends right up until your tired of being mis-treated and given the run-around for too long; then Out comes the Proverbial Jug of "Sour Grapes"! Totally laughable!!! I had all ready made arrangements with another Indian Owner in my area that's right I said OWNER not Manager that has the time to Call folks, Back, and he is more than Happy to accept my patronage. All I purchased was a T-shirt and small Chrome Tail Light Trim totaling about $35.00 give or take, from this other Gentleman and he literally treats me like a Visiting Foreign Dignitary when I visit his shop every time. A far sight better than getting treated like a second class citizen in a shop where i had spent upwards of $30,000.00. Just shows there's good and bad in everything and some folks know how important a positive ownership experience is and others don't. If this Forum ever presents a Trophy Cup to the "ALL-TIME MOST SHAMEFUL DEALER", rated by indianmotorcycles.net's Forum. I would definitely like to be Nominated to be The Pissed-Off Former Customer to Hand Deliver the ***** to The Most Deserving s**t-Show of a Dealer on The East Coast, Cosmos Indian Motorcycle / 3153 Lincoln Highway / Feasterville-Trevose, PA. 19053 / (215) 245-0200. If you ever stop in and see'um, be sure and tell'm Doug Duncan said Hello!

UPDATE: When I referred to the service "Being Rushed" I specifically meant I got the impression they slapped it back together in a hurry! When it was done I put my hand on the gas tank and it wobbled way more than usual. Yesterday, 5/21/17, while on a 1,000+ Bike Group Ride I noticed the gas tank hopping up and down about an eighth of an inch and a loud rattle each time it moved. upon getting home I discovered the front allen head screw that goes through the chrome Speedometer Cluster, Tank, and into the frame was only started and not even screwed in. Approx. 1 inch of exposed threads showing and possibly cross-threaded. This Service Director, Jimmy P. at Cosmos Indian in Feasterville-Trevose, PA is a complete and utter "Butcher" and has NO business working on these caliber of motorcycles let alone being the Service Director, he has absolutely no sense of Attention to Detail in Mechanics. At this point I have consulted an Attorney and we are awaiting a response from Indian Corporate, prior to filing suit.