Misleading Service Department, Poor Customer Service/Relations, and Appalling Harley Experience
This is a review as an new rider experience at Fairbault Harley-Davidson Dealership:
Background:
I purchased my first bike privately in January of this year. At purchase, I had a lifelong Harley rider accompany me to ensure the bike was in good condition and ride-worthy. I purchased the bike, and brought it back home.
Experience at the store first time:
I was able to call in and have a member from service department (John) accept the bike, and discuss what the bike needs. Aside from being new to the motorcycle world, there was an immediate feeling of unsettlement as they told me that the bike needed a 10K mile service, new tires, new battery, all fluids, and the clutch and break lines replaced. This is what was quoted for a bike that is 8 years old, with less than 6k miles, and that has never seen a Minnesota winter.
After many calls to the service department, I we talked about why the bike needed all of this work, and still, it felt like something was not right... Against my better judgment, I went on the word of a friend of mine that swore by this dealership's work and service department.
The Service Department:
I ended up having the service ticket accepted and prepaid for the service near $2,000...They ended up having my bike for over a month, with little to no communication regarding the bike, and the parts ordered for it. I called multiple times, and no one was able to give me any information regarding the bike, nor its status.
I ended up finding out that they took my bike off the service a week prior. They apologized, but further questions reviled they had no notes or intentions to call me back... I made an in-person visit to the store to speak with my service rep, but they were unavailable. So I spoke to a service rep named Mike. They were not aware of the bike, but they were surprised to hear about my bike being taken off the schedule.
They got my bike onto the table, and yet again, they "found" more stuff that needed replaced after the initial service inspection.
I received my back back, and I thought that was the end of my poor experience with Harley Fairbault...
Customer Service and Reward Points:
Being Military, multiple service department representatives and font desk workers guaranteed 2x points on my whole purchase. Which I had submitted my documents a month in advance. After a month of the service being done, NO points were added. I have called 6 times, speaking with multiple different employees who claim they are sending a note to their boss, and nothing changed.
I was recently notified that no 2x points would be added to my account because a "discount" (an actual promotion) that they gave me, which caused the whole bill to be only 1x points.
After this long winded review, I am still disappointed and appalled by the service and customer relations of this business. I have heard from many that this dealership does NOT look out for the customer, and is only interested in upselling. It makes sense after my experience.
My business, as well as the busienss of 4 other Harley riders (who all had awful experiences with Harley Fairbault) will be taking our combined 6 Harley motorcycles someplace else. read more
