Cycle World of Athens - Disturbing Experience
1998 Harley Davidson Road King - Complaint
ATHENS, GEORGIA -- I had an oil seal in my transmission replaced by this company, 3/18/2010, at a cost of $85.47 for the oil seal and installation of my original transmission sprocket. Less than 2 weeks after the installation of these components, the sprocket spun all the splines while I was riding the bike, leaving me stranded along side the road about 20 miles from my home.
I went back to this Harley dealer and told them I felt it was an error on the mechanics part, installing this sprocket improperly. A service representative told me that the splines on the sprocket are softer than the splines on the transmission shaft it was on so it could strip those splines instead of causing internal damage to the transmission. That explained why the sprocket was made of that particular material, but it did not explain the reason the sprocket malfunctioned. The representative said there was no way he could determine if it was the mechanics fault or not, so I ended up purchasing a new sprocket and having it installed costing me $221.66.
Thinking the problem was resolved, less than a year and a half later while riding my bike 90 miles away from home, I experienced the same problem. I disassembled the primary chain case and removed the transmission sprocket again that had spun the splines off of it. I took both damaged sprockets to the service manager at Cycle World and explained the situation. He told me to bring in my bike and I asked if he wanted the parts that I had removed also and he said yes, to bring those as well and he was going to see what he could do.
I brought my bike in with the parts thinking the service manager was going to replace the damaged parts and put my bike back together because he had told me to bring the parts with me. A service representative wrote out the work order and I got the work order from him and wrote on it "any parts or labor is to be done at no cost to the customer". I already paid for a new sprocket that I shouldn't have paid for. The service manager came to me and asked why I had written that and I explained to him that I can't keep bringing my bike to them to keep changing out parts if it is going to cost me because I would take it to someone who was going to do it right. Well he seemed to be upset about that comment so he said the only thing he was going to do was replace the sprocket.
I was expecting him to replace the sprocket and re-install the components I had removed. Because he refused to re-install those components, I asked what he would charge me to put the bike back together. He called me into his office and brought in the shop foreman and the shop foreman told him it would be 3 hours labor@ $65 ($195). I told them I thought that was too high, that I could do it quicker than that. The service manager told me that the mechanics write down the actual time on the back of the work order and he would just charge me that amount. I agreed to these terms because the only other thing I could have done at this point was to haul every thing back home and put my bike back together again myself.
Thinking I was going to pay $195 or less, I got my bike back and a bill for $256.55. I didn't like this outcome at all because the service manager should have taken care of the whole situation at no cost to me. He claimed I knew of their 30 day warranty on labor and their 90 day warranty on parts, so he says he was fair and generous by giving me a sprocket (the 3rd one to be installed on my bike) for free. I was not aware of the warranty time frame nor was I even concerned whether it had a warranty or not. I made a complaint to one of the business owners and he had the service manager respond to that complaint. The complaint stated everything I mentioned here and I felt I should have been reimbursed partially or in full for what I had to pay to get my transmission sprocket installed properly.
Even tho the 3rd sprocket was out of warranty according to them, the first sprocket at the time it malfunctioned was not. This company refuses to do absolutely nothing about this issue except to tell me they are sorry I feel the way I do and wish me safe riding. I have filed a complaint with the BBB against them and they responded to the BBB that I had an engine problem that I refused to pay to have fixed. I have never had an engine problem and still don't. Cycle World of Athens should be ashamed to treat customers the way I have been treated on this issue. It's obvious they will never do anything to resolve the problem so I am hoping that other people that may patronize their business are very careful of what they get in to.
Stripped splines on 2 transmission sprockets