|Address:||9950 Joliet Rd, Countryside, IL 60525, USA|
|Working:||10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 9AM–6PM 10AM–4PM|
This is one of the worst run Harley-Davidson dealers in the Chicago area & maybe the country! You should avoid this place like the plague! RUN ... RUN ... RUN....!!!!!!!!!!!!!! Ive had some interaction with the parts & motorcycle clothes departments which have been so-so. They tend to NOT to stock many parts & have a difficult time finding parts they are supposed to have in stock. This is a clear sign of disorganization & poor management. But in particular, their service department is in need of a complete overhaul! They are completely over-whelmed & it shows. They consistently over-promise & under-deliver in the most pathetic manner possible. Ive had my 2007 Road King in the service department on three occasions since they moved into their new building in Countryside. I was initially really impressed with the new facility. It is beautiful & very inviting, but is completely wasted on the employees that work there. The problems start with not being able to pick up the phone. This dealer DOES NOT have a designated person to answer the phone like 99% of most businesses. When you call, the phone rings about 15 times & is picked up by what seems like the employee who cant stand to hear it ring anymore. Dont even think about asking to speak to service. They will put you on hold & never come back. It took me 5 phone calls on one occasion to just get someone to pick up. Only after pleading with a girl in motorcycle clothes to walk over to service & physically put the phone in the service managers hand, was I able to speak to a live person. This happened on about five separate occasions. I finally gave up & stopped calling. I had to actually drive to the dealer to speak to the service guys. When you do get the honor of speaking with one of the service techs you immediately get the feeling that you are a burden on them. You automatically know that they couldnt care less about you or your bike. If you complain about these issues they come back at you with "you are not our only customer" or "we get bikes in here every day needing work." Like I said, they couldnt care less if you were paying them to do so. Dont bother reaching out to the General Manager Carol - does NO GOOD in the long run. Their complete lack of customer service will be the downfall of this dealer. After about 10 phone calls & a month of waiting for an estimate on my bike I finally gave up & had Heritage Harley-Davidson in Lisle go pick up my bike. I received better customer service in a ten minute phone call from Heritage than I have in two years with IL Harley. If you want good customer service call Chris at Heritage HD. He will take care of you. Dont waste your time with these guys at IL Harley. Youve been warned!
I always wonder about that high-1 star rating for this place! I hate writing long stories but I see I dont have a choice here today so... I got a taste of it today! Some people in the reviews described it as doing them a favor I call it selling a name! I visited here to replace a pair of gloves that were stolen from the trunk of my bike that I borrow from one of my friend. Come to find I dont think they make them anymore. Whats that wasnt the problem the lady was very pleasant and very helpful! It wasnt until I mingled with the sales staff! I am a hearing impaired individual since Im very good at lip reading I do not have to usually tell anybody they need to speak up unless they have broken English! So today I walked around looking at the newer model Harleys thinking about doing a line to line comparison to the Indians! Since I know one or the other will be Direction I go next year when my warranty runs out on my present motorcycle. So I had a Salesman eventually walk up to me after wandering around for about 15 minutes and I asked him about a 2017 FLHXS because Ive never seen this flat black before and it caught my attention! He explained a little bit and then went into salesman tactic mode... which annoying me I hate tactic users! Money!! So at that point I decided to tell the truth to him why I was very hesitant about buying Harley after the three I previously owned prematurely failed which cost me a deal of money and selling them for a loss in the end... I did this to annoy him intentionally I will not lie because I wanted him to back out of the youre buying a name thing he was pulling on me.. that and when he asked me if my friend who all riding on Harley asked me to park my bike away from them with his little story why afterwards on why..Like I should be ashamed of what Im riding right now!!! As well to put him back on track to explaining how the new Milwaukee eight was better than the previous design.... instead did something I didnt expect he excused himself to go talk to her another salesman was standing off to the side! "" I need to get away "" and the two walk off talking! I interrupted them and ask for the make and the model so I can research more online! He handed me a card with the description on it! If he would have been a good salesman he would have finished explaining how the engine was improved and pushed towards a test drive! In hopes the feel of the ride would possibly win me over! Nope not one attempt was made!
Funny, my husband and I had the EXACT same experience as Michael over the last two and 1/2 weeks. Had the bike (which was actually running at the time) towed in because the check engine light came on and there was a clunking noise coming from the left side. Looked up a few things online and immediately called HD corporate customer service. Explained what had happened and they opened up a claim. I called Illinois HD to let them know the bike was being towed in and gave the service writer the claim number explaining why the bike was being towed in. Two days later, we hadnt heard anything. Husband calls and writer says oh we had no idea why the bike was brought in. After two full weeks of our calling in (this service dept does NOT answer their phone and when they do, youre given the run around that they are busy and theyll call you back, they dont have an engine tech available to look at the bike, or ask, whats the problem with the bike again, etc etc...Show up 2.5 wks later and service mgr tells us they cant diagnose the bike because it now needs a battery. You couldnt tell us this 2 wks ago? Are you freaking kidding me? I dont know what skills the service mgr actually has but they certainly arent people. He has no desire to actually KEEP customers coming into the shop nor does he appear to care. When we arrived to pick up, the now NOT running bike, the service mgr pushes the bike outside, hands us the key and says HERE YOU GO. My husband says, no charge? NOPE and he turns and walks away. We walk outside, and immediately call roadside assistance to get it towed back home. Oh, and dont try to call the general manager there...you either wont get connected or hes not there. My husband vows to sell that bike and go back to Yamaha, which was what he owned in the past. They certainly are more reliable and the service was far superior.