Shawn sent a message to Matthew S. Levatich – President and Chief Executive Officer of Harley-Davidson, Inc. – Email Address that said:
Mr. Levatich, I am a HD rider and have been for some time. I took my stepfather (Christopher Pasternak) to Brighton HD, MI. to assist in his purchase. I am a retired (20 yrs.) military vet and have had many years’ experience in sales. This dealership has the best reputation in my area, and I have always had a pleasant business experience with them in the past. Yesterday’s sales experience was the worst salesmanship I have ever witnessed. Granted my stepfather was a buyer before he even walked through the door but the level of professionalism was very substandard!
Without writing a novel, I will simply explain my complaints. Chris and I arrived to pick up the bike on or about Aug 23, 2016 at 5:00 pm. and stood around until the doors were locked and the lights turned off in most of the building with only two sales reps and one sales agent left in the building. The paperwork wasn't finalized until after the sunset and Chris was never offered to test dive the bike. After an inspection of the bike we notice that it had a damaged RR saddlebag with chipped paint and was told that it could be buffed out without any problems. It was played off like it wasn't a big deal, but when this didn’t work we were told that the saddlebag would be replaced at his 1,000 mile service and it was supposedly in writing. The saddlebag should have been ordered and replaced once it was in stock, without delay. This is not acceptable professionalism in my book!
The bike was never detailed for final sale, like you would expect a new shining Harley to look. The bike had 17 miles on it and I was told that all the bikes have to be driven on a road test after assembly whether that was true or not, I don't know but I'm skeptical. An African American Sales Rep was the only person who spoke with me twice directly throughout our time there. I feel that it was to distract me from interfering with the sale of other merchandise or accessories. The dealership walked him to every department to deliver there sales pitches. Everyone except the female African American sales rep that spoke with me was very rude and displayed extremely poor sales and leadership throughout. When the paperwork was complete, Chris was walked to the door and was told he was good to go without even getting an orientation until I lost my bearing and demanded better service. So, the orientation was given after dusk in the dark.
I will never go to this dealership again unless the visit is in regard to my stepfather and his purchased bike. Everyone in the dealership is pushing sales so hard that it is distracting from the sale! How can you push a sale when they know nothing about customer service? Let’s talk buying motives, center of influence! I had the power to tell Chris to walk and only one person understood this and that was the nice African American lady that spoke with me, but everyone else avoided any conversation I made because they don't understand sales as good as they think! This dealership once had a great reputation and although I’m sure sales may be up, it won’t last long because reputation is the most important thing in sales as it draws business from word of mouth! My word of mouth from here on out will be "Don't Go To Brighton HD Anymore"! When someone buys a HD, in most cases they are selling a dream and it should be handled with more care!
Sincerely,
Extremely Disappointed Customer
Shawn
