Pfaff Harley-Davidson

I bought a 2016 1200 XL Custom Sportster in August 2016. The bike was late arriving and when I spoke to the manager Greg about it he not only reassured me that they were dealing with the issue but also gave me a gift certificate for $500 as an apology for the inconvenience. The parts I ordered ... windscreen, hand grips, slip ons, mustang seat all arrived when promised and without a hitch. As far as the service department goes they do everything we are paying them to do and there are charts on the wall in front of the service desk that outline the maintenance schedules and what is being done in maintenance and service. I also showed up unannounced a number of times and no matter how busy any of the staff were they always took the time to answer my questions until I understood. Mario was amazing and also Paul and all the tech's and mechanics. Davies is amazing and I trust them. I am truly sorry for those of you that had a bad experience. Mine has been amazing.

After spending 5-15k in the last 2 years on parts alone, and over 30k on parts over the last 4yrs I was beginning to feel confidence in the shop and that possibly I could trust them for service as well. Its funny but a late or missing part is something u tend to overlook or give a pass to. Horrible service to you or worse your bike is worth a mention. Three weeks ago I went in for a routine compensator swap and to order a new rear tire as mine were wearing out .I drive to the shop with no issues and everything feeling great with the bike. after the swap(-1300)... long and short of it was they are telling me now its sounding off, it does not want to shift, and feeling funny because there is some issue with the transmission or bottom end so i should book for service just to figure out what the issue is and how to address it. they expect diagnosis to be 5-8hrs. further, the mechanic refuses to ride it to diagnose it as he says it needs a new tire so he will wait and do it then. So Paul a service tech comes out and looks at the tire for its specs so that they can order the tire. I suggest that after having waited 3 weeks for the service date shouldn't we book the tire service now so I wont have additional downtime. Friday the 13 be here 12-1pm I am told. so I take that afternoon off work (-240$) to get there and have there service manager Chris tell me that a)they had some extra unexpected bikes come in because of fri/13 dover bikefest so he cant get to my tire. and b)he has no record of the service request(magically he does have the record of the tire being ordered and requested ). so when I explain that I am not just pulling dates out of my butt or expecting them to "drop everything for me" (his words). Now I am a little frustrated and disappointed with his attitude towards me as i had felt I could simply trust them to order the parts and book the time with out having to check up on them that the people who are supposed to be responsible for my parts and service entries being booked are correctly doing there jobs. Chris takes the time to make funny faces as well as patronizing and disparaging comments such as "customers like you(me)are why im(he) is so stressed out" (he means the customers who come in cash or card in hand to pay there wages ,willing to do whatever's requested of them simply because they love there bike and think the process should be quick simple and painless except for to the wallet?) anyways he treats me like i am a liar, or charlatan and i am forced to grovel and beg for the services I came in expected booked and ready to have done. finally the manager from a different department I spend a lot of money in attempted to help by asking Chris if I could sit and wait for some time to be made to accommodate me in the next 4-5 hours before they close if I am willing to be patient. obviously an inconvenience and not the 12pm timeslot I was promised but its something so i agree to wait. I also consider Paul(the guy who helped me with the tire stuff) legitimately just ordered the tire but forgot to book the service.(My gut says he did his job and it was simply Chris bumping me for his buddies that turned up). Anyways Accidents happen, mistakes are made, but lets not make a big deal and instead spend our energies correcting them, I can play ball and do my part to correct them right? Eventually a few of the techs come out for break. we have always talked and got along over the last few years so they reveal to me Chris(there boss) has no intention of even letting them look at my tire and he is just going to keep me sitting till 5:30 to finally say I may as well leave cause they wont be able to complete it by 6:30 at that point. they also notify me that there has been a cancellation and they easily could start but (Chris) is holding them off it cause he feels we were in a pissing match earlier and he is not one to lose. frustrated I call up the owner thinking he may be able to facilitate a solution. to no avail. he cant possibly imagine Chris doing that and I must be over-reacting or incorrect. and further " there is no way his staff would say that behind Chris's back" and you(I) should tell me (him) who so I(he) can go fire them right now". So unless I want to name names(rat) and potentially cost decent people there jobs in the back he is useless. it used to be you bought Bikes, Parts and Apparel and u would be given a lil respect in the back. not there. 30-40 k on parts and another 2-3k on helmets and jackets for me and the wife only to be treated like a lying stealing bad children. well, there are other dealerships and mechanics thank god. it turns out the transmission nor the bottom end had anything else wrong with it, it was just a poor compensator swap as the chain tensioner and clutch were incorrectly adjusted. 1.5hrs,no parts. just not going to Davies Harley Davidson is already saving me money.

I had a 2004 883 sportster, brought it to this store for an oil change, I guess they didn't understand the concept of what an oil change is, they took my oil out but didn't put any oil back in, found out after I got home, that's one, the second incident is I called them once for a specific part which they quoted me over the phone, when I went there to buy it an hour later it was almost twice as much as what he quoted me

I have rated this dealership half a star in there service department for there friendlyness but don't be mistaken your bike will sit there untouched as they tell you that they are fixing it and tell you You need parts you don't need as you catch them with the bike and not doing a thing to it CHRIS the manager will tell you it was broken telephone ! What do you want us to do about it he says.