I am writing you to inform you of the situation I have been experiencing and continue to experience with the service department at the RideNow PowerSports dealership located in Ocala Florida.
I purchased a 2011 Harley Davidson 883L Sportster from your dealership in May of this year. This is my fourth Harley Davidson motorcycle, the first one to be purchased from this dealership. The evening I acquired the said bike, I pointed out that it was making a louder than usual “chattering.” I was informed that was normal for a Sporty. I knew it wasn’t but accepted delivery of the bike against my better judgement. The excessive chattering continued and I brought it back to the dealership where a technician Robert took the time and listened to what I was talking about. He shut the bike down and stated, “You have a problem, this is not good” That was on August 25th 2015. Then this nightmare begins: I was first told by Jason in service that it takes longer than a week to get authorization from the warranty company to repair the bike. I asked him to please inform me of what was happening in regards to obtaining the auth. One week passed, I did not receive a call back. I called and was told it may take two to three more days before they heard anything regarding the authorization. I received no updates after another three days. I physically went to the dealership on the following Monday and approached the service department inquiring about the status of my bike. They stated that they had attempted to call me. They did not have my contact number close to being correct. The only factor they appeared fixated on was my $25.00 copay. They stated they just received the auth and would now be ordering the parts from a Harley Davidson dealership which happens to be less than two miles down the road. This all took eleven days, taking us to now September 4th. On September 11th, I called to obtain a status on my bike. I informed Jason once again that I would like to have my bike back before Biketoberfest, which is in October. He laughed. I told him that I did not see humor in this at all. I also told him that I knew of another customer that waited over six weeks for his bike to be repaired, got disgusted and ended up purchasing another bike. I was told “still waiting on parts.” I happened to be at the Harley Davidson dealership on the day of September 15th and asked if RideNow Powersports had been in to pick up any parts for my bike. The parts department stated to me that RideNow Powersports had sent an employee to pick up the parts for my bike on the prior day, Monday the 14th. There were no other parts for my bike at the Harley Davidson dealership. Finally, I thought I would get my bike back. I was mistaken. I let September the 18th go by, again not hearing a word from RideNow Powersports: another full week and still no progress.
On Saturday, September 18th, I called RideNow Powersports once again for a status update, thinking that if they had picked up the parts on Monday the 14th, why isn’t my bike ready yet? I called and was put through to the service department which is open to 6:00pm on Saturdays. It was about 4:30pm. I left a message for someone to please contact me. I recalled RideNow Powersports and asked to speak with Scott C. the manager of the dealership. I explained the situation to him and he then transferred me to the service department. Once again, it was the voicemail. I left yet another message. On Monday the 21st of September, I waited till 1:30pm hoping someone would return my calls. This didn’t happen. Was I surprised? No. I called and asked to speak with Scott C again. I was put through to his voicemail. Another message left. My frustration has escalated as the days go by and now with no one returning my calls, I am beyond frustrated: I am angry. On the afternoon of Monday September 21st, I made a call to the RideNow Powersports corporate office. I spoke with a customer service representative named Angela and explained the whole situation to her. She was extremely helpful and stated she would pull my bill of sale and any information she could find on my transaction and contact RideNow PowerSports Ocala immediately. She too agreed this was unacceptable. Now here I am on Tuesday September 22nd the 29th day of this nightmare. I returned from a meeting and found three voicemails on my cellular phone within 2 minutes of each other. One from Lance, the service manager, stating he would see what the holdup was with my bike, the second from Scott, the general manager of the dealership, stating basically the same and that they would call me back if they knew anything and requesting I call him back and lastly from Jason, who works in the service department, again stating they would get back to me today letting me know when I could expect my bike to be completed. I returned Scotts call as he requested and left another message at approximately 12noon today.
Let me now interject a few other facts: If the bike had been properly serviced when RideNow Powersports Ocala accepted it in as a trade, none of this would be occurring. Do the bikes undergo safety checks, any type of servicing? It appears not, at least not in my case and other people I have spoken to that have purchased used bikes from this dealership as they too have had mechanical issues. I would also like to state that my husband is a former employee of RideNow Powersports Ocala and was terminated August 31st, after I submitted a complaint against one of his coworkers that was aggressive with me. In my complaint of which I am certain you all are aware of, I did not state my true name or the true time that the incident occurred in hopes of protecting my husband from any repercussions. I did however submit my actual email address. After his termination for again, my actions, this particular salesperson was sitting on a picnic table outside of the service department door when my husband and I stopped at the dealership to check on why no one had contacted me; she again became verbally aggressive towards me and was laughing and mocking my husband. I asked her if she has an issue and she stated “Oh, I’m so afraid” I reported this to Scott and he shrugged it off. As I drove through the parking lot to exit the dealership, she walked past my truck and made an obscene gesture directed at me. I continued to exit the property as I did not want any further confrontation with this said woman. And what would be the point? My husband had reported aggressive unprofessional behavior of a fellow coworker against him as he did not believe that coworkers should be allowed to bow up in his face and say”F…you” not once but multiple times this happened. No actions were taken to prevent a hostile work environment. Since my husband’s termination, the said two former coworkers have left their business cards from the Indian Motorcycle division of Ridenow PowerSports on motorcycles at the dealership my husband is currently employed with, including one on his very own bike, with the intention to jeopardize his position. This was brought the attention of Scott by my husband who presented the business cards that were left, to Scott. I find this to be coincidental that the two former coworker’s business cards were discovered, the two former coworkers that caused the hostile work environment. My husband was terminated for my complaint, nothing he had to do with at all, but yet this unprofessional hostile behavior is acceptable as the two are still employed with RideNowPowerSports. My husband was the number one salesperson at your Indian dealership every month for the ten months he was under your employ: I am sure you can research that and find that my facts are true. I am a customer and I feel at this time that this poor service and attention to my motorcycle is truly in retaliation. There is no excuse. Any customer would be upset as well. The technician, Robert, working on my bike has been wonderful and nothing more than professional. He took the time to show and explain to me and my husband everything that is wrong with the engine. He also explained that when I do get my bike back, that I will have to change the oil every one hundred miles for three hundred miles because of the metal shavings in the engine. Who is going to have to pay for that? That’s three filters and not to mention the quarts of oil as well. I again state that if the bike had been properly serviced upon trade, this could all been avoided. I truly believe that RIdeNow PowerSports be held responsible for the cost of the oil changes the technician recommended. I thank God every night that I spent the extra money to buy the extended warranty. Is this a practice RideNow PowerSports supports as I am sure the dealership does make some money on the sale of extended warranties? I wonder now what other issues I will have down the road as metal shavings have been noted in the engine and we know changing the oil repeatedly will not clean the engine totally of the same.
I was informed after my call to your corporate office on Monday the 21st; additional parts were picked up from the Harley Davidson dealership down the road at 2.45pm today the 22nd. I was informed of this by Harley Davidson, not RideNow Powersports.
As of 6pm on September 22nd, I did not receive return calls as promised from Lance, Jason and or Scott, even tho I did leave a message for Scott as he requested for me to return his call. I did this at approximately noon time. I have those three voice messages saved on my cellular phone.
September 23rd: it has now been thirty days since my bike was left at RideNow Powersports Ocala for repairs. At 11am, Jason from service called to inform me “that all the parts are in and the bike should be ready tomorrow the 24th”. I said to please keep me informed. Jason stated “will do” September 24th will be day 31.
I have never experienced such unprofessionalism with any services I have required whether it be with my trucks, motorcycles etc. On no occasion, have I felt the need to compose a letter such as this. This has been an appalling ordeal and I will not recommend RideNow PowerSports Ocala for sales or service of any nature.
If for some unexplained cause that my bike is not completed September 24th and or properly rebuilt and requires additional repairs, I will compose an addendum to this said communication and have my motorcycle serviced elsewhere. Throughout this entire ordeal. I have emphasized the fact repeatedly, to all involved that I am a customer, not a former employee’s spouse. I paid for my motorcycle and paid for the extended warranty….. I am a customer. Is this how customers are treated? It has been said the best method of promoting a business is word of mouth, satisfied customers, one of which I am not.
RideNow Powersports Ocala Reviews
I am writing you to inform you of the situation I have been experiencing and continue to experience with the service department at the RideNow PowerSports dealership located in Ocala Florida.
I purchased a 2011 Harley Davidson 883L Sportster from your dealership in May of this year. This is my fourth Harley Davidson motorcycle, the first one to be purchased from this dealership. The evening I acquired the said bike, I pointed out that it was making a louder than usual “chattering.” I was informed that was normal for a Sporty. I knew it wasn’t but accepted delivery of the bike against my better judgement. The excessive chattering continued and I brought it back to the dealership where a technician Robert took the time and listened to what I was talking about. He shut the bike down and stated, “You have a problem, this is not good” That was on August 25th 2015. Then this nightmare begins: I was first told by Jason in service that it takes longer than a week to get authorization from the warranty company to repair the bike. I asked him to please inform me of what was happening in regards to obtaining the auth. One week passed, I did not receive a call back. I called and was told it may take two to three more days before they heard anything regarding the authorization. I received no updates after another three days. I physically went to the dealership on the following Monday and approached the service department inquiring about the status of my bike. They stated that they had attempted to call me. They did not have my contact number close to being correct. The only factor they appeared fixated on was my $25.00 copay. They stated they just received the auth and would now be ordering the parts from a Harley Davidson dealership which happens to be less than two miles down the road. This all took eleven days, taking us to now September 4th. On September 11th, I called to obtain a status on my bike. I informed Jason once again that I would like to have my bike back before Biketoberfest, which is in October. He laughed. I told him that I did not see humor in this at all. I also told him that I knew of another customer that waited over six weeks for his bike to be repaired, got disgusted and ended up purchasing another bike. I was told “still waiting on parts.” I happened to be at the Harley Davidson dealership on the day of September 15th and asked if RideNow Powersports had been in to pick up any parts for my bike. The parts department stated to me that RideNow Powersports had sent an employee to pick up the parts for my bike on the prior day, Monday the 14th. There were no other parts for my bike at the Harley Davidson dealership. Finally, I thought I would get my bike back. I was mistaken. I let September the 18th go by, again not hearing a word from RideNow Powersports: another full week and still no progress.
On Saturday, September 18th, I called RideNow Powersports once again for a status update, thinking that if they had picked up the parts on Monday the 14th, why isn’t my bike ready yet? I called and was put through to the service department which is open to 6:00pm on Saturdays. It was about 4:30pm. I left a message for someone to please contact me. I recalled RideNow Powersports and asked to speak with Scott C. the manager of the dealership. I explained the situation to him and he then transferred me to the service department. Once again, it was the voicemail. I left yet another message. On Monday the 21st of September, I waited till 1:30pm hoping someone would return my calls. This didn’t happen. Was I surprised? No. I called and asked to speak with Scott C again. I was put through to his voicemail. Another message left. My frustration has escalated as the days go by and now with no one returning my calls, I am beyond frustrated: I am angry. On the afternoon of Monday September 21st, I made a call to the RideNow Powersports corporate office. I spoke with a customer service representative named Angela and explained the whole situation to her. She was extremely helpful and stated she would pull my bill of sale and any information she could find on my transaction and contact RideNow PowerSports Ocala immediately. She too agreed this was unacceptable. Now here I am on Tuesday September 22nd the 29th day of this nightmare. I returned from a meeting and found three voicemails on my cellular phone within 2 minutes of each other. One from Lance, the service manager, stating he would see what the holdup was with my bike, the second from Scott, the general manager of the dealership, stating basically the same and that they would call me back if they knew anything and requesting I call him back and lastly from Jason, who works in the service department, again stating they would get back to me today letting me know when I could expect my bike to be completed. I returned Scotts call as he requested and left another message at approximately 12noon today.
Let me now interject a few other facts: If the bike had been properly serviced when RideNow Powersports Ocala accepted it in as a trade, none of this would be occurring. Do the bikes undergo safety checks, any type of servicing? It appears not, at least not in my case and other people I have spoken to that have purchased used bikes from this dealership as they too have had mechanical issues. I would also like to state that my husband is a former employee of RideNow Powersports Ocala and was terminated August 31st, after I submitted a complaint against one of his coworkers that was aggressive with me. In my complaint of which I am certain you all are aware of, I did not state my true name or the true time that the incident occurred in hopes of protecting my husband from any repercussions. I did however submit my actual email address. After his termination for again, my actions, this particular salesperson was sitting on a picnic table outside of the service department door when my husband and I stopped at the dealership to check on why no one had contacted me; she again became verbally aggressive towards me and was laughing and mocking my husband. I asked her if she has an issue and she stated “Oh, I’m so afraid” I reported this to Scott and he shrugged it off. As I drove through the parking lot to exit the dealership, she walked past my truck and made an obscene gesture directed at me. I continued to exit the property as I did not want any further confrontation with this said woman. And what would be the point? My husband had reported aggressive unprofessional behavior of a fellow coworker against him as he did not believe that coworkers should be allowed to bow up in his face and say”F…you” not once but multiple times this happened. No actions were taken to prevent a hostile work environment. Since my husband’s termination, the said two former coworkers have left their business cards from the Indian Motorcycle division of Ridenow PowerSports on motorcycles at the dealership my husband is currently employed with, including one on his very own bike, with the intention to jeopardize his position. This was brought the attention of Scott by my husband who presented the business cards that were left, to Scott. I find this to be coincidental that the two former coworker’s business cards were discovered, the two former coworkers that caused the hostile work environment. My husband was terminated for my complaint, nothing he had to do with at all, but yet this unprofessional hostile behavior is acceptable as the two are still employed with RideNowPowerSports. My husband was the number one salesperson at your Indian dealership every month for the ten months he was under your employ: I am sure you can research that and find that my facts are true. I am a customer and I feel at this time that this poor service and attention to my motorcycle is truly in retaliation. There is no excuse. Any customer would be upset as well. The technician, Robert, working on my bike has been wonderful and nothing more than professional. He took the time to show and explain to me and my husband everything that is wrong with the engine. He also explained that when I do get my bike back, that I will have to change the oil every one hundred miles for three hundred miles because of the metal shavings in the engine. Who is going to have to pay for that? That’s three filters and not to mention the quarts of oil as well. I again state that if the bike had been properly serviced upon trade, this could all been avoided. I truly believe that RIdeNow PowerSports be held responsible for the cost of the oil changes the technician recommended. I thank God every night that I spent the extra money to buy the extended warranty. Is this a practice RideNow PowerSports supports as I am sure the dealership does make some money on the sale of extended warranties? I wonder now what other issues I will have down the road as metal shavings have been noted in the engine and we know changing the oil repeatedly will not clean the engine totally of the same.
I was informed after my call to your corporate office on Monday the 21st; additional parts were picked up from the Harley Davidson dealership down the road at 2.45pm today the 22nd. I was informed of this by Harley Davidson, not RideNow Powersports.
As of 6pm on September 22nd, I did not receive return calls as promised from Lance, Jason and or Scott, even tho I did leave a message for Scott as he requested for me to return his call. I did this at approximately noon time. I have those three voice messages saved on my cellular phone.
September 23rd: it has now been thirty days since my bike was left at RideNow Powersports Ocala for repairs. At 11am, Jason from service called to inform me “that all the parts are in and the bike should be ready tomorrow the 24th”. I said to please keep me informed. Jason stated “will do” September 24th will be day 31.
I have never experienced such unprofessionalism with any services I have required whether it be with my trucks, motorcycles etc. On no occasion, have I felt the need to compose a letter such as this. This has been an appalling ordeal and I will not recommend RideNow PowerSports Ocala for sales or service of any nature.
If for some unexplained cause that my bike is not completed September 24th and or properly rebuilt and requires additional repairs, I will compose an addendum to this said communication and have my motorcycle serviced elsewhere. Throughout this entire ordeal. I have emphasized the fact repeatedly, to all involved that I am a customer, not a former employee’s spouse. I paid for my motorcycle and paid for the extended warranty….. I am a customer. Is this how customers are treated? It has been said the best method of promoting a business is word of mouth, satisfied customers, one of which I am not.