I recently dropped off my 1998 FLHRCI at Woodstock Harley for winter storage. The winter storage plan is free if you spend $300 before you pick up in the spring.
This year I selected a chrome oil line kit however, during installation the fitting broke off inside the housing and now instead of 1-2 hours in labor I am paying for 4. They wanted 6!
They knew the age of the bike before contracting to do the work but then turned around and tried to use the age of the bike as an excuse. They also complained that there was corrosion visible and that dissimilar metals cause problems. So why didn't they spell it out?! Why was I was never told there was a risk, or given a chance to say Dont do the work because I dont want to take a chance that I'll pay more than the book labor. I wasnt!
They knew there was a problem removing the old fitting BEFORE the fitting broke. A written statement from the Steve, the Service Manager states that the "seasoned" mechanic heated the oil tank around the fitting and worked the fitting back and forth to loosen it. Maybe these steps were the right steps to take. What about the step where you pick up the phone and call the customer to explain that there is the potential for MUCH higher service charges? Why wasnt I called when removing the fitting became a problem!
Why wasnt I called to give consent to move forward with installation of the new oil lines and explained that there was a risk that something could go wrong because of the trouble removing the fitting? Why wasnt I called before it broke and told that if something went wrong the charges would be higher than planned, and that any extra charges would be my responsibility? I never got the chance to say, STOP! Not until the damage was done.instead of getting a call for authorization to move forward, Woodstock Harley calls and tells me that I owe a bunch more!
I guess I expect too much from a dealership like Woodstock Harley-Davidson. If theres a risk something could go wrong the customer should be made to understand the risk BEFORE the work is done. If theres a problem during installation of ANY part that could result in greater customer expense, the customer should have the option of saying NO, DONT DO IT.
This whole thing should have turned out differently. The work should have been completed as promised at the rate published regardless of problems. Woodstock Harley agreed to do the work, and never noted ANY unusual risk. I feel like Im paying for their mistake and I dont like it. Woodstock Harley Davidson SUCKS!!
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