Complaint Review: Brian's Harley Davidson - Langhorne Pennsylvania

December 26, 2007

To Whom It May Concern:

I purchased an 06 Thunder Mountain Custom chopper from Brian's Harley Davidson in November 2007, for $33,000. Upon delivery of the motorcycle, the salesman RY and the manager, Dan McCarthy both explained to me that they had no keys to give me at that time. They went on to explain there was a component of the ignition called a Race tuner that also belongs with the bike that they also didn't have. The motorcycle also has a Lo Jack security system that they would be handling the transfer of information to my name.

Two weeks after taking delivery I contacted Brian's Harley Davidson to follow up not having heard nothing from them since I took delivery. I was told by RY that "they're working on all of those issues and he will call me back". I waited another day and drove to the dealership. RY apologized for forgetting to call me back and handed me a set of keys and said "they're still working on the Lo Jack transfer and the Race tuner ignition and he will call me".

One full month after delivery, I called RY asking him what is going on? He said, he would call me back. I waited another full day and just drove their. I told this guy I'm tired of waiting and want to know when they will provide these things as agreed upon. He went and spoke with Dan McCarthy and then returned with a Race Pack ignition that he had just pulled out of parts inventory. (he could have done this on day one) and a photo stated sheet from Lo Jack with an 800 phone number on it. He told me to call and handle the transfer myself.

I returned home and called Lo Jack. They informed me that all transfers must be handled by the dealership. I called Dan McCarthy and asked him "Why I have to be the one doing all this work only to find out it all comes back to them"? He answered " I will look into this and someone other than me will get back to you". RY called me two hours later telling me he needs $200 from me to transfer the Lo Jack. I asked why the charge wasn't on the sales slip? "He said that isn't the way we do it. I asked him why I wasn't told this up front (over a month ago?) He didn't have an answer for me.

That same week it was pointed out to me that the back tire of the motorcycle had a rubber plug in it. This means the tire had a flat previously with a now temporary repair. At the time of delivery Brian's Harley Davidson put a state inspection on this bike with the tire in this condition. This is a State violation.

When I pointed this out to Dan McCarthy he looked at the back tire and said, "I can't imagine missing this but lets get it in for a new back tire" (the way it should have been on the showroom floor). He walked me around to an older service man and explained the situation. He said " I am ordering it in for next week". We will call you when it gets here.

Once again I had to call them Friday on that next week only to find out the tire was never ordered. Back to Dan McCarthy, he acted like he was upset and promised to order it and call me. A week and a half later having never heard from them, I drove there and found out the tire had been there for days. I made a service appointment for the tire and suspension to be looked at. I explained that the frame was hitting the ground during normal operation and I was worried about crashing and injury as a result. The service guy asked why the bike looks like a Texas dirt bike. I told him the suspension was adjusted to the factory advertised height and we all agreed that is looked ridiculous. The thing is when I purchased this bike it wasn't adjusted to factory height and at the time looked much more normal for a custom chopper. The service guy Tye said he will call Thunder Mountain and get some answers.

After being told the service was a one day event I waited three days and called them. Tye said he is waiting to hear back from Thunder Mountain and they damaged my back wheel while changing the tire and ordered a part. They must have had the part sent ground because it was over a week in the shop. The day the bike was finished, I was told by Dan McCarthy that Brian's Harley Davidson will do nothing about the dangerous frame grounding issue and that this is normal with all bikes like this. I asked him why he didn't have me sign a disclosure statement making sure I was aware the frame would ground regularly under normal use. His answer was " NO COMMENT". I laughed and said what kind of answer is that? He again answered "NO COMMENT". Dan McCarthy then pointed out that they have an exact model of my motorcycle in the shop with over 10,000 miles on it and the owner has never complained.

I was taken into the service area to look at this other motorcycle and to my astonishment "EXACTLY where my frame is rubbing the ground this bike has massive wear damage and looked like the frame was going to bend eventually at that point.

Dan McCarthy then said he will have the factory call me. Essentially washing his hands of dealing with me. I was contacted by a Daniel of Thunder Mountain. She listened to my concerns and told me she would speak with Dan McCarthy and contact me the next day. I never heard from them again.

This all having been said, I have had a motorcycle license for 29 years. I have purchased dozens of bikes over the years. I walked into Brian's Harley Davidson and saw what looked on the surface to be an elite, professional example of a motorcycle dealership. To my astonishment and disappointment from the sales department to the service department they have shown themselves to fall way below standard to say the lease. Most disappointing of all, Bret who is Brian's brother made a phone call to a friend of mine in the industry immediately after I left Brain's Harley Davidson service for the last time. He was asking questions about what's it going to take to make me happy. Bret who is the head of service has never once spoke to me about anything. I could clearly see him sitting at his desk while I was speaking about my concerns with the service people. I wonder why this Bret never asked me (the customer) that? I would believe if he was truly concerned about doing something to resolve this problem he would have stepped up and spoken directly to me.

At this time I have a dangerous motorcycle purchased from Brian's Harley Davidson and all they have to say is "NO COMMENT".

I am very disappointed with the response from Brian's Harley Davidson.

Sincerely,

John

Langhorne, Pennsylvania

U.S.A.

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