Harley-Davidson of Cartersville

"Same Great Customer Service"

Penny, I just wanted to take a minute and tell you what a wonderful and non hassle experience I had with Ty and Sabrina this past week in my purchase of my 2012 Ultra. This is my 4th bike Ty has sold me since 2003 and it was the same great customer service that I experienced upon purchase of my first bike. No surprises, no "Extra" costs not mentioned, just a hand shake and all was good. Thanks again for having such a dedicated staff, especially Ty.

Bruce Thomas

"Very Pleasurable"

I am really enjoying the new bike I purchased. Your staff was friendly. My experience with the new purchase was very pleasurable. Tell Craig Deegan that I might be interested in a 2013.

Randy Visage

"Once again, thanks for everything!"

Penny,

I just wanted to email you in regards to the nice letter I received. I have completed the survey, and wanted to pass along to you the the level of service I received deserved 20s, but I was only able to score you all as 10s. I have bought quite a few motorcycles in my life but have never been treated so well, and made to feel like family like you all have. Each and everyone at HD Cartersville, made us feel like we are family.  Please pass along our sincere thanks to all the staff at HD Cartersville. You can also rest assured that we are sending all of our friends there.  Once again, thanks for everything!

Sincerely,

Darrell and Jennifer Flinn

Darrell and Jennifer Flinn

"I am very pleased"

To Mike Crabtree:

I want to thank everyone that was involved with the work that was done on my bike.

It runs great I am very pleased with the out come and everyone that helped me with the issues I was having.  No need to email me back just wanted to give some positive feedback and thanks!

Thanks again,

David Bedard

David Bedard

"Tremendous Service Department Staff"

Penny,

I wanted to take a minute to send special thanks for the tremendous service department staff you have at Harley-Davidson of Cartersville.  I am an active duty Air Force member and moved here from north Texas in 2007.  Since then, Harley-Davidson of Cartersville has become my "home" dealer.

Lachance, Joe and Jeremiah are always courteous and friendly and provide prompt service no matter the issue.  There has been more than one occasion where I arrive at 7pm or a few after closing due to my crazy work schedule to drop off or pick up my 2006 Night Train and have never received anything but great customer service.  The military life does not always provide a convenient work schedule for getting off work in the evenings, but the staff always works with me to ensure my bike is taken care of.  Thanks again.

VR,

Jimmy "JD" Rich

From H-D Cartersville:  Thank you JD and the rest of the military for maintaining our safety and freedom.

Jimmy "JD" Rich,U.S. Air Force

"Great Service Department"

Hi, I've been riding to your dealer (an hour's ride) to have the last four tire changes needed on my two Harley's because I save so much over other dealers.  But this last time I brought one in to have a tire changed, the 20K service was also due on the 2009 Deluxe.  I've had such consistently bad luck with so many things going wrong with the services at another location I live close to, I've become gun shy about having services done anymore.  But the guys in your service department have ALWAYS been very good and able to instill confidence the 20K service would be right if done while in for the tire.  I'm very happy with the work your shop did.  The motorcycle runs great, the clutch adjustment is great and the oil level was perfect, EXACTLY at the upper end/line of the range on the dipstick, all things showing great attention to detail (and all things and more I've been very disappointed about at my other dealer).  Even the wash at the end was done extremely well.  The bike looked great.  So from now on, I plan to make the drive out to Cartersville to have all the regular services done, too.

Thanks,

Joe

P.S. The couple I know (Tom and Holly) that introduced me to your dealership also bypasses the dealer nearest them to have the service at your place.

Joe,Happy Customer

"I've never been treated so well by any dealership"

Dear Penny,

I just want to let you know your staff at Harley-Davidson of Cartersville did an excellent job taking care of me late Friday afternoon (9/9/11 6 pm).  I've only been riding my new street glide for about 5 weeks with less than 800 miles and I am very new to the Harley world.  Yesterday we headed out on a 300 mile ride but got interrupted about 45 miles northwest of your dealership on Hwy 201 with a flat rear tire.  After about a 4-5 hour ordeal of limping down the road on a flat, tire fix it, trying to fill it up with air at four gas stations, and then trying to arrange flatbed transportation to your dealership?needless to say the day became a major hassle.

However, after arrival at your dealership at 6pm, everything changed.  Your team jumped on my bike as soon as we got it unloaded and 45 minutes later I was rolling again with a new tire (my original tire had a 1 ½ slice in it, which can't be explained because I did not recall running over anything but railroad tracks).  Yet it got better, your service manager said I have a silver lining for you, Harley-Davidson of Cartersville will waive the tire cost and labor.  Stunned yes?I have never been treated so well by any vehicle manufacturer or dealership.  With this type of service you can bet I will be buying all my parts and accessories from you guys for a long time and letting others know about the A1 service you have in Cartersville.

I run a major division of a corporation and recognize employee commitment when I see it; your team demonstrated that yesterday.

Please thank your people (Ted mechanic stayed late and Brian "Ugly" Whitlock in service, there were probably some others).

Thanks Again Respectively,

Kevin Cook

Kevin Cook,Division Manager

"Pleasure to Visit"

I had the pleasure to stop at your dealership on my way to Ohio.  Never have I in ten years dealing with Harley-Davidson dealerships have I received such a warm welcome from Kathy Sims.  She took the time to show me shirts that fit in my budget.  Everything was pleasant.  How refreshing!  The ladies restroom was so very clean.
My experience was a delight. I'll never pass your area and not visit.
Sincerely,
Sandra Diephouse

Sandra Diephouse,Happy Customer

"Thank You For The Excellent Service"

Dear Sirs,
This letter is to THANK YOU for the excellent service I received from you on July 11th, 2011.

I had a rear tire problem, I have a wide tire kit on my 1997 Softail Custom and wanted my 150 tire replaced with a new 150 tire because I had over 25,000 miles on the original tire.
Something was lost in the communication at the time.  I waited for the service to be completed at your dealership.  It was late and close to your closing time and it was going to rain and I had to get back home in Cumming.
When I saw the tire you put on it was a 120 not a 150.  It was late and I had to go.  The next day Amy called me before I had a chance to call you and I explained to her what happened.  She said she would have Mike call me, I advised her I had to go out of town for a few weeks and I will call her when I return.
I called Mike Crabtree when I returned and he was very helpful and said he would come and pick up my bike and correct the problem.  After one day Mike had my bike back to my house and, bike looks good and tire fits fine.
I would like you to know the people who helped me.  I think you should know.

• Amy
• Mike
• "Spoke"
• Jeremiah

Yours truly,
Jim "Rocky" La Rocco

Jim "Rocky" La Rocco,Gold's Gym - Cumming

"Thank you!"

Penny,
I just wanted to take a minute to say "thank you" for inviting us to your 2011 Anniversary Party.  I cannot express how proud I was to be there and representing your dealership as your "customer painter".  I met many great customers of yours that expressed a sincere interest in bringing in their bikes this winter to you and having their "dream" custom paint job installed by Harley-Davidson of Cartersville.  Dave and Zink went out of their way to make sure we got what we needed to setup our display.  I was so glad you and I finally had the opportunity to talk...I am already looking forward to the 2012 Anniversary Party!

Mitch Omar,O's Custom Paint

"Wonderful Job"

I wanted to thank and commend your service department for the wonderful job they did for my wife and I on Monday.  My 2011 trike was flat bedded to your dealership on Monday with a burned out clutch.  We were 600 miles from home and not sure how long we would be in Cartersville.  Based on my description of the problem, before the bike was even brought into the service bay, your Service Manager Mike Crabtree, already had checked to be sure he had all parts on hand for the worst case situation.  Unfortunately, it was a totally burned out clutch.  From the time the trike was lower off the flatbed to us pulling out of your dealership was only 2 ½ hours.

Everyone at your dealership was friendly, knowledgeable and went out of their way to make us feel comfortable and get us back on the road again.

I want to thank you for making a bad situation seem not so bad.

Thank you again,

Lale Lewis

Lale Lewis,Satisfied Traveler

"We left that night with not one but two brand new bikes!"

I believe exceptional service should be identified and rewarded.  My wife and I are existing riders.  Although my wife enjoyed riding her Softail Deluxe she occasionally likes to let me do the driving and let her just relax and enjoy the ride.  After months of prodding my wife to move from my Road King to an Ultra, I started shopping various dealerships for the best deal.  I loved my Road King and internally I wasn't ready to pull the trigger to trade it in.  I had spoken with Sandy at the H-D Cartersville several times.  Each time she was patient with me, understood my needs, and tried to help me whatever way possible.  As a salesman for 10+ years I was impressed with her perseverance over a process that took several months to close.

The day had come that I was ready.  I knew the bike, and the deal Ii wanted.  Sandy made it possible.  My wife and I rode up on each of our bikes.  The trade / purchase process was the easiest we had done up to that point.  Kelly and Sandy made it a great experience.  I was the proud owner of a new 2011 Ultra.  I was happy and I knew my wife would be also.

I told my wife that if I hadn't bought the Ultra I would have gone to the Street Glide.  She asked me why and I gave her my opinion of my experience riding it.  She asked if she could test drive it.  Another salesperson, Sabrina, who was not involved in our transaction gladly agreed to ride escort with my wife on the test drive.  I followed behind them on my new Ultra.  When we reach the halfway mark and started to turn around my wife had this wonderful smile on her face and told me "I love it"!  She was hooked.  We returned to start the negotiation of the trade of my wife's bike.  Once again, Sandy and Joe worked hard to make the deal possible.  We left that night with not one but two brand new bikes.

The next day we had some questions about the bike my wife had bought.  We called back to the Cartersville dealership.  Ty took our call and insisted they would make sure we were well satisfied with our decision.  Over the next 4 days Ty sought ways to resolve our concern.  He exceeded our expectations.  When we returned to have things addressed John Henry was there to help personalize my wife's bike for her.

Teamwork is a word thrown around.  Many times it has no real force.  My wife and I experienced it at Harley-Davidson of Cartersville.  They made my wife happy and therefore they made me happy.  In return they will be our choice and they will be the only dealership we recommend.

Thank you so very much,

Mike Cloud

Mike Cloud,Happy Customer of H-D Cartersville

"It was such a pleasure spending time with you..."

It was such a pleasure spending time with you when we bought our bike.  You show that you really like your job and made me feel totally at ease with the add-ons you were showing.

Cathy Van Meter,Happy Customer