Purchased a 2011 Road Glide October 2020 and added
+ tallboy seat,
+ sissy bar,
+ pass bk rest,
+ king rack.
Bought over the phone and asked them to get everything on the bike when I picked it up as I had to rent a trailer and travel 2 hours to get it.
Called Natasha who was my sales person and she told me everything was on and the bike was ready to go.
When I arrived the bike did not have any of the extra items added on and didn't have the seat in stock. They put everything but the seat on and would ship it to me.
I then saw a dent on the bottom of the tank and pointed it out. They didn't seem to know it was there but it was a used bike and in a spot hard to see. I left with the bike and while getting lunch started only to find the stereo turned on but didn't work. I went back in case I was doing something wrong and Natasha couldn't get it to work either. She went to the service department and came back very sheepish apologetic telling me they pressure washed the stereo head and wreaked the stereo. No one was told and if I would have gotten home I could have been left holding the bag. She said they would replace it in spring and I could ride 2.5 hours down to get it fixed.
They did try to make this right as I was driving home I got a call that they would pick up my bike, repair the stereo and fix the dent on the tank and add the seat I ordered.
I got home and then cleaned and polished the bike only to find more problems.
20-11-06 called and spoke to Erick? who is talking care of Natashas files. Told him about the bike covered in silt;
ABS removal ;
Leaking Progressive shocks;
Filthy air cleaner;
Dirty Oil
Concern over lack of maintenance/mechanical check out the door.
Said they would hang onto my seat till they pick up and check the bike out at that time. Still didn't know when as Pete was taking care of that.
FORGOT to mention air filter was filthy
20-11-10 got text from Marli that my parts were in and to call. Called her and asked what was going on as there appeared to be lack of communication and said I just dealt with this last week. She told me the work order had pass pegs, ignition knob, pass back rest, sissy bar, luggage rack, tall boy seat on it and a owners manual. Told her bike seemed to start fine but only started it twice. Told her all the other things I found wrong with the bike Air filter, shocks, ABS, silt, and that Pete was aware of tank and stereo but not the recent stuff. That Pete was going to pick up the bike and fix tank and stereo "Fosgate Rockford" and there was no rush on my part. She said she would put note on file and speak with Pete so I don't get called again.
2020-12-23
Bike was picked up
2021-01-06
Call from Henry? that they had to replace shocks, air filter, all fluids, flushed breaks, didn't know seat was payed for. Completed full mechanical check and service. Told him stereo was to replace HD one at no cost and USB port into r. cubby. Still had tank to fix. Said stereo was more expensive then stock (checked locally and the HD stereo is more expensive then the one I asked them to replace it with) and would talk to Pete about it. Told me shocks, fluids, were covered. Told him I was paying for owners manual and stereo and tank was to be done free of charge.
21-03-24. Got bike back with 33900km
New air filter / all fluids including breaks / new rear Harley shocks from a newer model (most likely take offs so it didn't cost them) / tank repaired / complete service.
21-06-27 @ 38499km
Had Oil & Filter done locally at a shop I trust and asked them to check why there was oil dripping occasionally and why the oil pan was sweating oil. They found Missing some bolts from the oil pan that they replace.
As time goes on I'm now certain that other issues will surface. I just hope it's not safety issues.
Seems service and sales do not have the same philosophy towards customer service.
I have stopped calling them a read more