Jacox Harley Davidson Dealership
, Mississauaga, Ontario, Screaming Eagle Slipons Ripoff

I bought my brand new Dyna Wide Glide, 2005 at this dealership. The salesperson, John Nash, was very nice and helped me a lot. I have no complaints against the Sales Department. I received all the help I could possibly get.
I decided to perform my first service (1000 miles) at the same dealership, since I had a very good experience while making my purchase. I scheduled my appointment 2 weeks in advance. I also requested to order Screaming Eagle II slip-on mufflers, so the qualified mechanics at the above mentioned dealership would put them on. I expected to receive high quality service from this Harley Davidson dealership.

I left my motorcycle with them a night before the service was scheduled. I also talked to a service representative and made sure that the mufflers were received, they were.
I came next day to pick up my motorcycle at around 7 p.m. As I found out, the mufflers weren't put on. The mechanic, whose name I cannot recall, told me that it would take approximately one extra hour to put them on. I waited for an hour, and then I was informed that my motorcycle was ready. I asked a service representative why it took extra time to finish my motorcycle. She told me that the mechanic did not read the work order properly, and he did not see that the mufflers needed to be installed. Nevertheless, as she informed me, the mechanic stayed late and did this work in his overtime. This happened on Friday, June 24, 2005.

I was riding my bike on Saturday, next day, and I put about 250 km on it. Everything was fine. I did not feel anything unusual about my motorcycle. Then, I decided to go on a long trip on Sunday. After putting about 200 km, when I was making a left turn on the second gear, the mufflers fell off right in the middle of an intersection with a big bang! Luckily for me, there was a house on this particular intersection.

I should mention that I was riding in the rural area at that time where a nearest house could be several miles away. People who lived at that house were very nice and helped me to put the mufflers back on. Although, I heard a lot of remarks from them about brand new Harley Davidson motorcycles falling apart in the middle of the road. I did ride my bike safely to my house, which was about 150 km away.

I cannot imagine what would happen if the mufflers fell off on a bigger highway at about 80 miles per hour with a lot of cars driving behind me. I still cannot comprehend that the Harley Davidson mufflers would just fall off in the middle of the road one day after qualified mechanics at Harley Davidson dealership installed them.

Next day, I tried to contact Jacox Harley-Davidson dealership by phone. Every time I called them, I'd hear an answering machine. I tried about 5 times. Meanwhile, I wrote an email to the Service Manager. In about 2 hours, at approximately 11 a.m., somebody picked up the phone at the dealership, and I requested to talk to the Service manager. I spoke to Mr. Marshall Horner. I explained the situation to him, and requested to investigate this issue and come back to me by phone as soon as possible. I should mention that Mr. Horner was very official while talking to me, and I would even say customer unfriendly, he was very formal, he would not apologize, he would not make any conclusions whatsoever. I requested Mr. Horner to investigate this incident and get back to my by phone ASAP.

Instead of calling me Mr. Horner sent me an email at around 4 p.m. the same day. He indicated in this email that he spoke to the mechanic who did this job, and this mechanic assured him that the job was done properly with proper tools. I tried to call Mr. Horner right after receiving his email, but again I only got an their answering machine, no human would pick up the phone. I sent him an email right away requesting him to call me back immediately. I have not received any response from him this day. I sent him an email later the same day again asking to get back to me ASAP since my motorcycle was not safe to ride after they serviced it and informing him that I would contact Harley Davidson headquarters.
Next day, Tuesday, June 28 2005, I received an email from Mr. Horner stating that his mechanic as well as his dealership were not responsible for anything that happened to my motorcycle. In his email, Mr. Horner asked me to call him and make an appointment with his service department, so they could look at my motorcycle. I tried to call Mr. Horner right away, but I only received an answering machine. I left him a message asking him to call me on my cell phone. I also wrote him an email explaining time and time again that I could not possibly get through to him by phone, and asking him to call me back.

Finally, at about 2 p.m. Mr. Horner honored me his call. We agreed that I would bring my motorcycle in to his dealership at around 7 p.m. the same day.

When I arrived at the dealership, Mr. Horner was there and we engaged in a conversation. Mr. Horner suggested that while I was riding my motorcycle and stopped somewhere, some mysterious person who hates Harley Davidson, would unscrew the bolts on my mufflers. He also suggested that there may have been thousand reasons why my mufflers fell off. Although, he firmly dismissed any possibility of any wrongdoing by his service department. The conversation with Mr. Horner was very confrontational. He told me that he owns this Harley Davidson dealership, and that he does not care if I contact Harley Davidson directly asking for assistance. We finally agreed that Mr. Horner would put my stock pipes back on, and he would reimburse me in full for the cost of the mufflers and the labor. When I informed MR. Horner that I am not going back to his dealership for service, he did not express any regrets; on the contrary, he told me that he welcomes this decision.

I am very disappointed right now about the Screaming Eagle mufflers. I am not sure that this product is safe at all. I do not want to cause any accidents on the road in case these mufflers fall off again. Since the Service manager ensured me that the work was done properly, I am suspecting that this particular model of mufflers is not safe and can cause some serious accidents, injuries, and maybe death of people on the highways.

I would kindly request Harley Davidson to investigate this issue. I cannot ride my bike with these mufflers anymore. I am not confident that Mr. Horner and his technicians are competent enough to put the stock mufflers back on properly, and that the stock mufflers would not fall of in the middle of the road again. Moreover, I am not confident that this particular dealership can do the job properly, and I am concerned that my safety and safety of other people is at risk. I am not confident riding my Harley Davidson motorcycle at all right now due to safety concerns. Please let me know what can be done. I paid approximately $24, 500.00 CAD for this motorcycle, and I have no confidence in it. The whole experience of servicing my motorcycle at this dealership was a nightmare.

Dmitri
Oakville, Ontario
Canada

Company: Jacox Harley Davidson Dealership
Country: Canada
Province: Ontario
City: Mississauga
Address: 2815 Argentia Road
Phone: 9058580966

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