Harley Davidson/Harley Davidson of Cool Springs in Franklin, TN / 2008 Night Rod Special Problems and Bad Service!!!
I bought a brand new 2008 Harley Night Rod Special from Harley Davidson of Cool Springs in Franklin, TN in June 2008. The bike rode well for the first few weeks and then began to have major problems. The bike pulled to the right, the gas gauge malfunctioned, the speedometer malfunctioned which resulted in me receiving a ticket, the exhaust system damaged the frame directly behind the brake petal assembly on the bottom side, the radiator bolts have fallen out numerous times, bolts that hold the exhaust to the block have fallen off, etc. It has been a nightmare. I took the bike in for service and they replaced the radiator bolts and changed the oil but said nothing was wrong with it. The very next day the gas gauge malfunctioned once again. Before taking the bike back to the dealership I took it to an independent motorcycle mechanic and he found the damaged frame, the exhaust bolt missing and that the radiator bolts that were replaced two days before were gone again! This bike was less than a month old at the time and has currently approximately 1800 miles on it! I tried to contact the GM of Cool Springs Harley Davidson numerous times and he and the owner refuse to return my calls or meet with me. I received a letter from the owner of said dealership that was very sarcastic in nature and offered no resolution. I requested that my work orders be faxed to me numerous times and still have yet to receive them. The bike has been at the dealership in service for over 30 days before a received a letter in the mail and a phone call stating the bike was ready. The service manager called to tell me that the bike was ready and I again requested to speak with the owner. I never received any further calls. Recently I went into the dealership to attempt to have a meeting with the owner about a new bike or a refund. I spoke with the service manager who told me very quickly that he couldn't do that and he didn't know where the owner was. I asked if he could locate the owner or if he had a cell phone to which he responded "yeah he probably does." As the conversation went on the service manager became increasingly rude and sarcastic and at one point told me "your bike is in storage because you haven't come to get it, it can stay down there for 10 years I don't care. You can come get it or it can stay forever I don't care." He stated later in the conversation while shrugging his shoulders, "whatever, I don't care and I don't have time for this, I have work to do." This whole time he rarely spoke while looking at me. He would look at the computer or shuffle papers. Then another employee walked up and stated "well I can tell you one thing, you aren't getting a new bike." I finally left with no resolution.
I have never been talked to in such a manner or encountered such a lack of customer concern. I certainly have never been verbally attacked. I have done some research and have found that this dealership has a reputation for acting in this manner. Some of the individuals I spoke with were Hwy patrol officers, metro police officers, a couple Shiners, and numerous others. I have also found 3 additional bikes of the same make and model as mine are having the same problems. One of which finally received a new bike but had a gag order placed against him as a condition by either Harley Davidson or a dealership. I strongly encourage and suggest that any potential Harley riders to not do business with Harley Davidson of Cool Springs or Columbia in Tennessee.