Luck Refrigeration

From: Conway C*** Date: Thu, Oct 6, at 11:AMSubject: Complaint ID Cc: *** *** To whom it may concern, My name is Conway C*** and I am service manager at ***
Harley-Davidson/*** CyclesWe were recently forwarded a complaint (ID ***) filed with the Revdex.com from our customer *** ***In his complaint he cited several concerns regarding the repairs we performed on his *** *** *** motorcycleWe have reviewed his complaint and have reached a resolution that we feel is fair and has satisfied ** ***’s concerns. Upon researching and discussing with the employees involved we feel our service writer’s communication with the customer did not meet the standard of customer service that we expect from our employeesThere was specific information including explanation of charges, parts descriptions, and explanation of our processes that was not relayed to ** *** accuratelyWe also feel that ** *** was not treated with respect and his concerns were not addressed in a kind, professional manner by the service writer who was assisting him. We inspected the brake rotor and pads that we installed and confirmed both the noise and the rust on the rotorDue to the design and composition of the rotor the noise and rust are normalHowever the rotor that was on his bike originally was both a different design and composition and did not exhibit the concerns that ** *** noted with the replacementThese differences should have been explained to ** *** and alternative options should have been offered. Based on our research, discussions and diagnosis we felt that we should offer ** *** a resolution to his concernsAlthough the factory Honda brake rotor was significantly more expensive than the rotor ** *** was charged for, we offered to install the Honda part at no chargeHe seemed pleased with this solution and hopefully we have restored his faith in our dealershipAdditionally we offered an apology for the way ** *** was treated and hope he chooses to return as a customer for future repairs. If there are any questions or if further explanation is needed please don’t hesitate to contact meThanks. Conway *** C*** IIIService Manager*** H-D/*** Cycles###-###-#######-###-####