out of 5 stars
By Ronnie P. on October 21, 2016
Silsbee, TX | General Department
Well let see where do I start .i have purchased 5 bikes in the last 12 months had a great experience until it came to a warranty problem.purchaced a 2016 street glide off the showroom had backrest ,nav,upgraded exhaust ect.bike runs great I took it back into service for my 1000 mile service $400 later was informed I had a screw missing in my exhaust they wasn't worried about it so I didn't think much about it.took a ride to Galveston the following weekend and my baffle came out my right side exhaust slip on I thought no problem shit happens so I took it in for warranty.the guy in service said he didn't know if it was under warranty and ask if I had spoke with my salesman.wtf Spoke with my salesman and he said no problem they were going to take care of it. We decided I was going to upgrade my tips and I was going to pay the difference in the cost. Then the service manager came back out from service and said that that was not going to be possible because I now have used exhaust. They said they would have to take pictures and send them in to see if HD would warranty it. I left no contacted my salesman, he said he would check with upper management and he text me and tells me there is a baffle on the way for my bike. The following week I spoke with Richard, the new GM, and we talked about me just redoing my exhaust and he would give me a really good deal on the parts. And then they would knock the cost of the tips off my exhaust purchase. Which I have waited almost two weeks for now. Today I am installing my exhaust I purchased from Stubbs in Houston, I can't vouch for Stubbs service or sales department but give me a bit and I will let you know. Cowboy treated me the best in the world as long as I was spending money, in the neighborhood of $70,000.00, when it came time for them to step up and take care of a warranty problem, they did not know who in the hell I was. I am not sure what it takes to be a VIP customer but I have spent $70,000.00 and I don't feel like one and I guess to be a VIP customer is to deal with someone else. My name is Ronnie Pelt, (409) 225-2059, you can contact me in case you think this is just a disgruntled customer, I would be more than happy to share my experience in detail, pictures of the exhaust, and text messages that I have concerning this matter.