Tombaugh Educational Diagnostics

Complaint: [redacted] I am rejecting this response because:-YOU damaged my motorcycle by dropping it in your shop-YOU have rewired the bike wrong, and made it worse-YOU need to take ownership of your inability to correct this safety issue Regards, [redacted]

Dear Mr***, Thank you for the opportunity to respond to this complaintI left you a voicemail as I’m not totally understanding your complaintBut I’ll take a stab in the meantimeFirst off, there seems to be some confusion between maintenance programs and extended warranty contractsI see
where you were contacted to schedule your final scheduled service under your maintenance program before it expired, which covers all of your scheduled maintenance itemsThen of course there are extended warranty contracts which protect you in the event something fails as a result of manufacturer’s defectIf you would like to bring the motorcycle by the shop, we would be happy to take a look at the problems you have identified and we would be willing to waive our diagnosis feeIn fact, you mentioned there is no way we’d be honest enough to admit we made a mistake, but I assure you we do not do business that way, at least not under my commandI purchased the dealership on July 1st of this year and will guarantee that you will find honest and reasonable staff/managers in all departmentsTherefore, you are welcome to observe the troubleshoot process first hand and stay with the tech as we investigate the problems just to put your mind at ease and will absolutely take responsibility for any failure or damage we causedWe are human, mistakes happen, and we will pay for them without excuseBut with that said, I also can’t absolutely guarantee you won’t have a bill if the problem is not a result of our techYou will absolutely be a part of the discovery process, would receive a full estimate prior to any repairs being done, and would have to approve suchBut if we get in there and find that simply the lightbulb in your radio display simply burned out at an inopportune time, and/or the LED controller just quit working as many electronics can experience, we won’t be able to guarantee the items will be replaced or repaired without cost, but we will certainly explore warranty coverage options with those manufacturers before asking you to cover those expensesSo I think the best thing to do is for you to make a no obligation and free appointment with my service manager *** for a day through the week when you and he can take some time and look at the motorcycle together and we all can come together on what is really wrong and where to go from here Sincerely, *** *** GM & Owner Central Texas H-D

Thank you for the opportunity to respond to this complaintMr***’s complaint is completely unfounded, ridiculous, and borders on liable Damaged/Dropped Motorcycle Central Texas H-D (CTHD) summarily denies that the motorcycle was dropped or damaged in their care and the evidence brought forward by Mr*** is absurdDuring an inspection of the motorcycle, Mr*** attempted to point out a nearly invisible mark on the brake lever and an inconsistently located “scuff” (appeared to be from a boot) to the Owner and Service Mgron the exhaust system as “clear evidence” of the bike being droppedWhen his logic was questioned, and it was pointed out the numerous other contact points on the motorcycle that would absolutely have to be involved had indeed the bike been dropped, taking special care to show him that many of those points were more prominent, protruded well beyond the parts identified by Mr***, were made of rubber and/or plastic and certainly would have sustained damage in a fall, and yet were completely unscathedMr*** acknowledged these facts but dismissed that logic without explanation and held tight to his own unreasonable and unfounded claimWhen the store personal finally grew tired of his logic and simply asked what he wanted, his response was “I don’t want anything! I simply want for you to acknowledge that you dropped my bike”The owner informed Mr*** that he was unwilling to admit such a thing as it was quite obvious that no such thing had occurred Rewired the Bike wrongMr*** is very aware that CTHD did NOT simply “rewire” his motorcycleHis intermittent electrical complaint and symptoms were reported to the dealer and in turn immediately reported directly to Harley-Davidson Motor Company (HDMC) Tech SupportHDMC instructed CTHD on what parts to replace and exactly how to proceedCTHD did not diagnosis or make recommendations, simply followed the instructions of HDMC tech support as the problems outlined by Mr*** were not previously recognized and certainly not easily duplicatedAccording to Mr***, the initial repair and replacement parts did not fix the problem, and at Mr***’s request, HDMC dispatched a factory tech to inspect the bikeParallel to this timeline, HDMC decided to replace the entire wiring harnessThe harness was received and installed the day before the factory tech arrived in AustinThe factory tech found the work performed by the dealership to be correct and as instructed, test drove the bike for countless miles, and found the motorcycle to be operating correctly with no issuesThe motorcycle was returned to Mr***, whereas he was made aware of the specifics of the repairs made to his motorcycleIt was during this face to face conversation with the CTHD service team and HDMC Tech Support that Mr*** informed all of those present that he had already filed a claim under the provisions of the federal “Lemon Law” statuteMr*** was informed that by doing so, both the dealership and HDMC had no choice but to terminate discussions and any further remedies Central Texas H-D is unable to remedy this complaintCTHD summarily denies damaging the motorcycle and there was no evidence then or now to suggest that the bike was dropped by anyone, let alone the dealership and Mr***’s request for $15,from CTHD in conjunction with this complaint is ridiculous and also summarily deniedMr*** is concurrently attempting to collect/claim this amount (the entire value of the motorcycle) from HDMC through the Lemon Law processH-D dealers do not administer warranty claims and simply act as agent and service provider/center for HDMC to perform any warranty work as outlined by the manufacturerFurthermore, a Lemon Law claim is between a customer and the manufacturer, not the dealerCTHD respectfully requests that this complaint be closed and Mr*** be instructed to contact HDMC directly as the dealership does not have any further information or options to provide

[redacted] was responsible for verifying his income to the bank at the time he signed his documents here at the dealership. He supplied us with pay check stubs at which time we informed him that the finance company he was going thru would be calling within the next 7 days to do a 2nd verification of...

employment and that if he thought this would be an issue to let us know up front. He told us that this would be no issue and that everything with his employer would be fine. The finance company did call a week later to verify employment at which time his employer notified them that he was not employed there. (This particular finance company does these types of verifications on all of their applicants.) Once this happened the finance company informed us that the approval of [redacted]'s loan was no longer valid and that they would not be giving [redacted] a loan for the bike any longer. This is a 3rd party lender that we use for customers with credit challenges and what they say goes meaning we have no way of changing their minds once the decision has been made. We called [redacted] at this time to notify him that we would need our bike back due to the fact his financing was no longer valid due to the fact he was not employed as he had first told us and the lender. [redacted] refused to return our property and would not return messages that we had left for him over the course of two months. We gave [redacted] ample time to return our bike to no avail and thus forced us to go thru a recovery service in order for us to recover our property. We started trying to recover our bike back on November 17th 2015 and did not recover it until 01-16-2016. As you can see we have been more than patient with [redacted] and gave him every opportunity to come in and see if we could come up with an alternative solution.The trade in that he refers to was the only cash down so to speak of on this deal and upon the return of our property an inspection was done. There is a multitude of damage on our bike that is going to require more in repairs than his trade in is worth. At this time we have no choice but to hold [redacted]'s trade in cash value as payment for the damages and parts that have been removed from the bike. This is a very unfortunate turn of events and at no time do we ever want to go down this path. [redacted] signed multiple documents stating the financial information he supplied was true and accurate most importantly his employment information. Once the lender that we have no control over found this to not be accurate and misleading all loan options were removed from the table and left us with no option but to obtain our property back. It is very unfortunate that [redacted] chose to damage and remove parts from our bike during his time of possession due to the fact that if he had not done so and returned our bike promptly his trade/the cash value would have been returned to him at that time. Just the recovery cost of our unit was half of his trade in value and with the large amount of damage and missing items his trade in will not even cover half of the cost associated with getting the bike back to the condition it was in when [redacted] took delivery of it. [redacted] is more than welcome to come by the store and meet with me personally to discuss if he is so inclined. At this point I must move forward and begin repairs on my bike so that I can try and recoupe some of the loss due to the dealings with [redacted]. Once I have a completed the repairs I would be more than happy to supply that along with pictures to all parties involved in this complaint.  Best Regards,[redacted]General Manager/Owner Central Texas Harley-Davidson

Mr [redacted] has informed us that he is bypassing these options and has retained counsel and/or decided to take legal action and/or has made a claim to the manufacturer under Lemon Law. HDMC is aware of the complaint and has been in contact with Mr. [redacted]. Because of such, we are unable to comment,...

respond, or assist further.

Complaint: [redacted]
I am rejecting this response because:-YOU damaged my motorcycle by dropping it in your shop-YOU have rewired the bike wrong, and made it worse-YOU need to take ownership of your inability to correct this safety issue
Regards,
[redacted]