This is a cut/paste review I used for other purposes:
This will be long since I don't do this often. But I want to be transparent and others to know.
I bought my most recent Harley from Powder Keg (2014 Street Glide Special). Salesman was fine that that experience was as expected. Paid cash, so can't comment on finance/business aspect otherwise.
Purchased plenty of aftermarket stuff from them as well and some online. I do most of my own wrenching, including the first 1K service. So, here is my service review:
Hit a rock on a nice Fri eve ride 15 July 2016. Didn't think much of it, but a good jolt. 1 mile later and taking a corner I feel the flat tire! Bummer, so pull over to a safe location and I see the rim is bent badly. Wow - from a rock! Anyway, call the HOG hotline for a tow to get it. Wait 90 mins and nothing. Call them back (to Miami, FL) and the operator states he can't find anyone to come and he is still trying? I eventually give up and call for a rescue ride home since I'm close and decide to deal with it Sat. Call TripleA on Sat and a guy there in 20 mins and off to Powder Keg. So, lesson one, don't renew the HOG membership ...
At Powder Keg on Sat and show them the rim/tire as I'm sure the rim isn't repairable and we are all surprised at the bend, but such is a 19" rim (factory Enforcer rim BTW). We go through replacement cost(s), new wheel bearings needed, etc. and I figure I might want an "upgraded" rim since I have to pay for one anyway. I decided on the Aggressor wheel since it was $750 vs the $450 stock Enforcer. The service tech thinks the rotors are the same/will work (no reason to replace since 2,800 miles on the bike). He states they will "get right on it" (I figured Mon at the earliest) and I leave. My first "estimate" should have clued me in as to what was to come - they had a 1 hour charge ($89) for diagnostics! Ah, the rim is bent ... here it is. 5 secs - done. After some discussion from my service writer to the "manager" (I guess), they decide to graciously forgo the diagnostic charge ...
2 weeks later I've heard nothing so I call as any normal person would do. They say still waiting on parts. Bummer, especially during the height of the riding season, but this stuff happens and I figure probably not their fault.
Another week and I get a call - need new rotors as the stock ones won't work on the upgraded Harley wheel. Now $500+ and I decide to scratch that and just replace the the OEM Enforcer wheel since I do like it anyway and only 2,800 miles on the bike. I'm just ready to ride during the summer. So I discuss this with service tech (Josh). A few days later I get a call from Josh the bike ready. I call to schedule pick up and the original service tech (Bryan Miles) says the bike isn't ready. Confused, I said that I was told (I have the voice message still on the phone) it was. He states that only he was dealing with my case and that he was "out of town at a funeral". That is one long 3 week event! With pressing, he states this is how they operate, one tech writer deals with each issue only. So no one else there knows what the hell is going on. He confides to me that several customers have been complaining about this "system".
So several more days and I call back yet again as it is getting close to 1 MONTH since simply hitting a rock! I first ask to finish the bill for whatever work is done and that I was sending up a tow truck to pick up my bike to take it somewhere else to get done. He states it has been done, but the tech didn't tell him. WTF?! So I head up that evening on 11 Aug 2016 to finally get my bike back.
Leary of any work at this time, I'm not surprised to see the rim not clean with grease and that slippery stuff they use to mount a wheel on the rim. First time hitting the brakes as I leave and wow - barely working until they scrub of whatever grease is on the rotors. Grrr ... I make a mental note I better check the pressure as well. Then I see the bill (photo attached) ...
$1,227.35
They had $749.95 still for the STOCK Enforcer wheel. When I asked the service tech about this since likely a simple mistake (since I had originally ordered the "upgraded" wheel), he states he can't anything about that. I would have to leave the bike yet again or pay now/sign to take it. So I sign to finally ride since my wife left and figure I'll deal with this the next day.
Call back to parts (speak with parts mgr. Eric) and ask the price for a stock 19" Enforcer wheel: $450 he states (I gave him the part number off my invoice). Call back again to speak with service writer Bryan who then transfers me back to Eric I just spoke with.
Wow is all I can say. So, I finally just call my credit card company to have them deal with Powder Keg as I've wasted WAY too much time and lost almost 1 month of summer riding for this simple issue. BTW - I'm only disputing the $300 difference for the rim I didn't get
, not the rest of the labor, wheel bearing, etc. That is my responsibility.
There are plenty of HD dealers around. I'd highly recommend you go elsewhere (at least for service). Let me finish by saying most everyone I dealt with was trying to be helpful and there wasn't a rude word said by either side, but I could sense their frustration with the "system" in not being able to get a customers bike done in 1 MONTH! I've since read others reviews regarding some questionable service dept issues and business tactics (that I may have experienced)
This will be long since I don't do this often. But I want to be transparent and others to know.
I bought my most recent Harley from Powder Keg (2014 Street Glide Special). Salesman was fine that that experience was as expected. Paid cash, so can't comment on finance/business aspect otherwise.
Purchased plenty of aftermarket stuff from them as well and some online. I do most of my own wrenching, including the first 1K service. So, here is my service review:
Hit a rock on a nice Fri eve ride 15 July 2016. Didn't think much of it, but a good jolt. 1 mile later and taking a corner I feel the flat tire! Bummer, so pull over to a safe location and I see the rim is bent badly. Wow - from a rock! Anyway, call the HOG hotline for a tow to get it. Wait 90 mins and nothing. Call them back (to Miami, FL) and the operator states he can't find anyone to come and he is still trying? I eventually give up and call for a rescue ride home since I'm close and decide to deal with it Sat. Call TripleA on Sat and a guy there in 20 mins and off to Powder Keg. So, lesson one, don't renew the HOG membership ...
At Powder Keg on Sat and show them the rim/tire as I'm sure the rim isn't repairable and we are all surprised at the bend, but such is a 19" rim (factory Enforcer rim BTW). We go through replacement cost(s), new wheel bearings needed, etc. and I figure I might want an "upgraded" rim since I have to pay for one anyway. I decided on the Aggressor wheel since it was $750 vs the $450 stock Enforcer. The service tech thinks the rotors are the same/will work (no reason to replace since 2,800 miles on the bike). He states they will "get right on it" (I figured Mon at the earliest) and I leave. My first "estimate" should have clued me in as to what was to come - they had a 1 hour charge ($89) for diagnostics! Ah, the rim is bent ... here it is. 5 secs - done. After some discussion from my service writer to the "manager" (I guess), they decide to graciously forgo the diagnostic charge ...
2 weeks later I've heard nothing so I call as any normal person would do. They say still waiting on parts. Bummer, especially during the height of the riding season, but this stuff happens and I figure probably not their fault.
Another week and I get a call - need new rotors as the stock ones won't work on the upgraded Harley wheel. Now $500+ and I decide to scratch that and just replace the the OEM Enforcer wheel since I do like it anyway and only 2,800 miles on the bike. I'm just ready to ride during the summer. So I discuss this with service tech (Josh). A few days later I get a call from Josh the bike ready. I call to schedule pick up and the original service tech (Bryan Miles) says the bike isn't ready. Confused, I said that I was told (I have the voice message still on the phone) it was. He states that only he was dealing with my case and that he was "out of town at a funeral". That is one long 3 week event! With pressing, he states this is how they operate, one tech writer deals with each issue only. So no one else there knows what the hell is going on. He confides to me that several customers have been complaining about this "system".
So several more days and I call back yet again as it is getting close to 1 MONTH since simply hitting a rock! I first ask to finish the bill for whatever work is done and that I was sending up a tow truck to pick up my bike to take it somewhere else to get done. He states it has been done, but the tech didn't tell him. WTF?! So I head up that evening on 11 Aug 2016 to finally get my bike back.
Leary of any work at this time, I'm not surprised to see the rim not clean with grease and that slippery stuff they use to mount a wheel on the rim. First time hitting the brakes as I leave and wow - barely working until they scrub of whatever grease is on the rotors. Grrr ... I make a mental note I better check the pressure as well. Then I see the bill (photo attached) ...
$1,227.35
They had $749.95 still for the STOCK Enforcer wheel. When I asked the service tech about this since likely a simple mistake (since I had originally ordered the "upgraded" wheel), he states he can't anything about that. I would have to leave the bike yet again or pay now/sign to take it. So I sign to finally ride since my wife left and figure I'll deal with this the next day.
Call back to parts (speak with parts mgr. Eric) and ask the price for a stock 19" Enforcer wheel: $450 he states (I gave him the part number off my invoice). Call back again to speak with service writer Bryan who then transfers me back to Eric I just spoke with.
Wow is all I can say. So, I finally just call my credit card company to have them deal with Powder Keg as I've wasted WAY too much time and lost almost 1 month of summer riding for this simple issue. BTW - I'm only disputing the $300 difference for the rim I didn't get
, not the rest of the labor, wheel bearing, etc. That is my responsibility.There are plenty of HD dealers around. I'd highly recommend you go elsewhere (at least for service). Let me finish by saying most everyone I dealt with was trying to be helpful and there wasn't a rude word said by either side, but I could sense their frustration with the "system" in not being able to get a customers bike done in 1 MONTH! I've since read others reviews regarding some questionable service dept issues and business tactics (that I may have experienced)
